The Legend of the Tire Purchase
You won’t spend much time researching Nordstrom without running across the story of an elderly man who went to a Nordstrom store and complained that the tires that he had bought there were bad and that he wanted his money back. This is not an unusual customer service story until you find out that Nordstrom doesn’t sell tires!
The sales clerk politely explained that fact, but the man persisted with his complaint, assuring the clerk that he had indeed purchased his tires there and that he wanted a refund. After a few minutes of the conversation, the Nordstrom clerk refunded the man’s money.
You can understand why this has become a legendary story in customer service. While the exact details are not known, the fact ...
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