萨克斯在今年夏季就遭遇了由此引发的问题,当时一名顾客订了一件裙子准备穿着去参加女儿的婚礼。后来她写了一封电子邮件向萨克斯百货当时的首席执行长投诉,她在信中说,裙子送到时“有味道”而且是“穿过的”。那件裙子是从销售场地拿来然后从附近一家商店发货的,这表示其他顾客可能试穿过,或者它曾经被卖出又被退货了。后来罗宾斯给该顾客寄了一件新品。
When a customer makes a difficult request for something far outside the store's policy, Ms. Robins is careful not to say no outright, but rather to look for an alternative. 'On some level, it's parenting,' she says. 'If I can't say yes to this request, what can I say yes to that may be satisfying?'
当有顾客提出远远超出该商场政策范围的棘手要求时,罗宾斯总是小心对待,不会直接拒绝,而是去寻找一个替代方法。她说:“在某种层面上,这就像做家长一样。如果我不能答应这个要求,那么有什么可能让人满意的事情是我能答应的?”
A customer trying to buy a watch for his wife recently complained about a store associate giving him misinformation about a discount available online. Ms. Robins didn't honor the misquoted discount, but she did offer the shopper a gift card toward a future purchase.
一名想给妻子买块手表的顾客最近投诉说,销售员向他提供了错误的网上折扣信息。尽管罗宾斯并不认同这个折扣有误的问题,她还是送给该顾客一张礼品卡供下次购物使用。
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