Back in April (5 months ago) I got fitted for a tuxedo at Men’s Warehouse. It’s not my favorite thing to do, but one of my best friends asked me to be in his wedding. After the initial fitting, the associate gave me a coupon for 50% off the entire store. The associate explained that it didn’t need to be used today; in fact, the coupon was good for almost 4 months.
When I went for my final fitting at Men’s Warehouse (5 months later), I also needed to purchase a pair of khaki pants for the rehearsal dinner. I brought my 50% coupon along with me – I’d much rather pay $35.00 than $70.00.
I noticed the expiration date had past, but I wanted to see whether the associate would still give me the discount. Doesn’t hurt to ask, right? After the associate scanned my coupon, the register monitor read, “EXPIRED.” The moment of truth…
The associate didn’t say a word. I didn’t either. Actually, he didn’t even look up to see my reaction. He simply punched in a code to override the expiration date. I got my khakis for 50% off. Men’s Warehouse got a loyal customer. I will definitely be back when I need to update my wardrobe.
Are your employees empowered to make decisions that enhance the customer experience?
Good luck!
PS – Yes, I will keep a coupon for four months if it’s worth it – (50% off is worth it)!