Nguyen 1
Tracy Nguyen
Professor Delena Aungst
Customer Service ? BIS1400
30 November 2016
Nordstrom?s Mystery Shop
I chose Nordstrom as my mystery shop because Nordstrom is a place I would consider buying clothes. Nordstrom is also a department store, so it would be interesting to see multiple brands all in one store! Nordstrom also has another store called ?Nordstrom Rack?, so I would like to see what that is about too. I also love how polite the employees are and how much they care to meet your customer expectations. I believe Nordstrom is a place where you can find clothing for all ages.
The first Nordstrom department store was opened in 1973 in Seattle, Washington. Nordstrom is a store for both men and women, as well as children. Today,
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Nordstrom operates on 347 stores located in 40 states including Canada. They also have a store called ?Nordstrom Rack? which sells items from Nordstrom that can no longer be found at a Nordstrom department store, but the clothing that?s in Nordstrom Rack are at a discounted price! Nordstrom also has an online website, shop.nordstrom.com, for those who prefer online shopping more. The Nordstrom Rack has an online shopping website as well, www.nordstromrack.com. And of course, social media is a ?must-have? when you?re trying to advertise your shop and show others the new clothing pieces that your store may have released! Nordstrom has a variety of social media platforms including Facebook, Twitter, Instagram, Pinterest, and much more. Nordstrom?s mission statement and goal is ?to provide outstanding service every day, one customer at a time.? This mission statement was stated by Nordstrom?s founder, John Nordstrom. If you do have any concerns, questions, or comments about Nordstrom, you can send them a letter in Seattle, Washington which is where their corporate office is located. You can also call them at 1 (888) 282-6060 if you prefer the talking communication. Their customer reviews on Yelp are pretty good. They got rated 4 out of 5 stars. I read through many reviews and there were some negative reviews but of course the more positive reviews stood out more! You can always apply for a job if you are interested working at Nordstrom. You can go to their online shopping website (shop.nordstrom.com) and go to the very bottom and click ?Careers?. Once you click ?Find Jobs?, it takes you to another website where you can specifically look for your closest Nordstrom store and a specific position you want to apply for. From there, it should show you the available jobs listed. The nearest Nordstrom by me is the one at the Kenwood Towne Centre. The following positions that I saw that were open included a Retails Sales, Service Attendant, Barista, etc. For my mystery shop, I went to the Kenwood Towne Centre Mall with my other Sinclair classmates. We got to choose our shop and as you can see, I chose Nordstrom. We went pretty early, around 10am or so. When I walked into Nordstrom, I was surprised when there was many customers. They weren?t too busy, but it wasn?t like they had no customers in the store. Nordstrom is a pretty big store, so I wasn?t greeted immediately the second when I walked in. I soon got greeted by a sales associate employee named Lily. Lily had her hair in a braided bun which looked very professional. I realized that all Nordstrom employees had a specific uniform on as well. I could see that there were Christmas decorations already up, although it was only November at the time. The store had 2 levels, and was organized overall. I looked around and a cute pair of shoes caught my attention. Unfortunately, they didn?t have my shoe size. So, I went up to Lily and asked her if she had my size in these shoes. I could tell she was really trying to help me and so she told me to stay here and wait as she went to the computer to search up if they had it in my shoe size. They didn?t have it in my shoe size, but she told me that I should consider buying another pair of shoes that looked similar to the ones I wanted. She gave me the price range but I ended up not buying it. She told me that if I really wanted the cute shoes that I should go on their online website, shop.nordstrom.com. She then greeted me goodbye and told me to come back again soon. Although I didn?t get the product I wanted in-store, I was still pleased by the great customer service Lily gave to me. I left Nordstrom happy and appreciated. After I had left Nordstrom, I sat down at a table and filled out the evaluation form immediately. I believe I rated everything as good. I was really pleased and I didn?t find anything wrong about Lily. Lily made me feel like I was her top priority in that moment, and always making sure I got the assistance that was needed. One of the struggles or challenges I faced during my visit at the mystery shop was trying to respond or come up with other ideas on what to say so that I got everything filled out on my evaluation form. Although this happened many times, I would still say Nordstrom made me feel pleased and that I would definitely come back again. There is always things people can improve on although mine felt like everything was going great.
I noticed that there were a few employees who just stood there doing nothing and having a lot of small talk. I think they should do that less and start greeting and helping customers out more. Maybe they could organize clothes or sweep the floors rather than just doing nothing. Although Lily looked very sophisticated and professional, some employees looked like they just woke up and went to work. Employees should look more appropriate especially out in public. And lastly, when I went to the clothing section of Nordstrom, some clothes were unorganized and not folded. This should be fixed as it would make the store look more clean and organized.
But Lily though, she went above my expectations. She really cares for the customers and I could tell she loves working at Nordstrom. She also took the time to look for something I wanted. And lastly, she wanted to make my experience a good one, and well, she achieved it.
Now that I have finished my mystery shop experience, I hope to continue to shop at Nordstrom as I feel appreciated. I also hope to see more improvements too! I know that I can count on sales associates at Nordstrom to help me whenever I?m in need of it. I plan to give the Community Spotlight certificate to Lily very soon because I want her to know that I am thankful for her customer
service. Works Cited Nordstrom. (2016 December 13). Retrieved from Nordstrom: shop.nordstrom.com Nordstrom Rack. (2016 December 12) Retrieved from Nordstrom Rack: www.nordstromrack.com
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