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  Service Stars

A clothing store that finds the right size and colour anywhere in the country

Satisfactory customer service is seldom memorable. What is memorable is poor service and service that goes the extra mile. Sometimes it only takes a small gesture to change a routine customer service experience into one we will recall months later, we will tell others about and will cause us to become repeat customers. Those who do those little extras are truly Service Stars.

Most of us can relate to an experience like this. We are shopping and find an item of clothing we love.  But it is the wrong size.  Or the colour is not right.

Usually, when this happens, we are just out of luck.  The service staff consoles us with information that what we wanted was popular and sold out quickly, or blames someone elsewhere within the organization (“THEY didn't ship us enough”). Some hint vaguely that we might find what we are looking for in another store in the chain (“if you're lucky”).

Mark's Work Wearhouse takes a different approach.  Rather than dismissing shoppers who can't find what they want, staff helps them locate the desired item within the system.

Recently a shopper found a t-shirt that she liked, on sale, in the Fort McMurray store.  Unfortunately what was in stock was either the right size, but the wrong colour, or the right colour, but the wrong size.

No problem.  The service staff offered to check the computer to locate a t-shirt that was both the correct colour and size.  Two t-shirts were found.  One was in a Calgary store and another was in Chatham, Ontario.  Delighted, the shopper ordered both.

A few days later, an Xpresspost™ parcel arrived at her home from the Calgary store.  The next day, the second t-shirt arrived from Ontario.  There was no extra charge for this extraordinary service. 
A few days later, the shopper returned to the same Mark's Work Wearhouse store to make several more purchases.


Nelson Scott offers several Customer Service Presentations, including Customer Service MAGIC: Changing Complainers into Loyal Customers; What Your Mother Taught You About Customer Service and other Training Resources developed by Service Quality Institute and the Vital Learning Corporation.


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A professional trainer, speaker, and consultant since 1995, Nelson Scott works with organizations that are committed to making the right hiring decisions, developing and retaining productive staff, and strengthening relationships with customers.  Learn more by visiting or e-mailing


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