memorable

Who hasn't heard the legendary customer service stories about Nordstrom? I thought the story about returning a pair of tires at Nordstrom's takes the cake, but that is only one of its celebrated customer service stories. There are many others. The point is Nordstrom's has demonstrated that high quality service is its due process and has become renown for its service.  

And fortunate for us, they aren't the only ones. Allow me to share a personal experience with another retailer. This was many years ago, but the incident is fresh in my mind. I was looking for a great set of tools and a tool box. I knew of the lifetime guarantee of Craftsman tools sold through Sears, so I was one day browsing through its catalog. I selected the tools I wanted and found in the catalog where the tool box options were presented. There were two selections, which were essentially the same, but the premier version had a steel shelf and the other was less money because its shelf was plastic. I purchased the less expensive version. Big mistake. I soon learned that after carefully arranging my tools and particularly all my neatly-ordered sockets, the shelf would regularly fall and mix up all my carefully placed tools. So in frustration I took the tool box back to the store. I explained the situation making sure to relate how frustrating it was to find all the hard work positioning my tools was soon all for naught, when the shelf fell.

The woman behind the counter walked to the back of the room, opened a new box with a brand new premier tool box in it, pulled it out and handed it to me. No mention of paying for the upgrade; nothing about that fact that I had been using it for several months already. She just did what it took to retain my allegiance, and because the actions of one woman, Sears and Craftsman have had it for many years since.

http://www.helpscout.net/blog/remarkable-customer-service/