This past weekend, I gave my last keynote speech.
(I’m done with speaking – and I’m PUMPED. More on that another day).
After I checked into my hotel room, I realized I forgot my shaving cream. Yes, I could have gotten the complimentary stuff at the hotel, but I’m a DIVA when it comes to shaving. I use Art of Shaving – the oil, the shaving cream, the moisturizer. Amazing.
I just couldn’t do without it.
So, I called Nordstrom and explained the situation – and here’s what happened.
Convenience Wins – Here’s Why
“I’m here on business and I need an Art of Shave travel kit. The problem is that I have no way to get there. Are you able to deliver it to my hotel?”
A ridiculous request, I know. Department stores don’t hand deliver items to hotel rooms.
“Hold on one second, let me get my manager,” said the employee.
“Hi Derek, this is Aundria Spears. I get off work at 6pm, and I live near your hotel. I’ll drop it off at the front desk for you.”
Aundria, the manager at Nordstrom, delivered the shaving kit to my hotel and saved the day (and my face).
This got me thinking…
Nordstrom is known for being quite expensive. But more than that, they’re known for their great service. That’s why they can charge the prices they do. They make it convenient for their customers, and convenience wins.
Another time (and I’ve talked about this before), a stylist at Nordstrom called to tell me that they got a new delivery of stuff in I would dig. He said, “If you want to come in, I’ll get everything all set in the dressing room for you.”
How could I resist that? It was so easy! So I went in and spent a bunch of money on clothes that I did not intend to buy when I woke up that morning. Convenience wins.
Here’s the lesson for you:
People will happily pay more money for convenience.
In fact, you can use the power of convenience to double your revenue in 3 weeks. All you have to do is up your convenience factor and people will happily pay you more for what you do. Watch this video for more details.
So I’m curious: What’s the BEST customer service experience you have ever seen or experienced?