Two recent customer service experiences:
I went to a major department store to buy a pair of shoes. It was going to be a simple buy since I planned on getting the same type of pair that I bought a few years ago. They had the brand but the style had been changed and they didn't have the new version on hand so I could try on a pair. No problem. I'd experienced a similar style change the last time I bought the shoes so I wasn't worried. They ordered a pair, had it sent to me and the darned things didn't fit. I took them back and they removed the charges without a hitch. The sales representative who'd sold me the shoes said, "Sorry. I thought they'd fit." He then wandered off. I'd planned on buying another pair of shoes but no one asked if they could help me so I walked out.
The same day, I went to Bookman's Used Bookstore in Phoenix. There was a slight mess-up on the use of a discount coupon, the clerk apologized and explained to me what had happened. He then gave me a card for a ten dollar trade credit for the next time I traded books. I was pleasantly surprised. He truly didn't have to do that.
My question is this: Which store do you think will have my undying loyalty?
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