An Empowered Employee….A Tuxedo…..And Customer Loyalty

24 Sep

Marketing Strategy - tux

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)! 


Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: