There is a difference between a vendor and a friend. You can ask a vendor to do something for you and they will try to accommodate your request followed by telling you what it will cost you for their assistance. On the other hand, when you have a relationship with a friend and both parties feel equally valued, asking for a favor brings your friend the opportunity to help you in a time of need.
Unfortunately, today’s attitude toward driving a hard bargain and getting the best deal possible erodes the value that a relationship between customer and vendor can afford the customer should they require a favor to get them out of a bind in the future.
When you think about the Nordstrom shopping experience, we are aware that they may not always be the least expensive option to purchase X, Y or Z.
However, when you arrive at Nordstrom on a Friday afternoon in need of a pair of pants for a last minute dinner that evening, and said pants need an alteration, even if they are quoting three days for a normal alteration, if you present the situation, they will most often accommodate your last minute request at no additional charge.
You’re in a bind and they make it happen for you. Win – win.
This is how Nordstrom provides exceptional customer service and uncompromising commitment to building relationships with its customers.
When it comes to trade shows, it is rare not to see some unexpected, last minute changes, additions and alterations to an exhibit.
For example …
- A new product doesn’t make it to the show for a debut and the related graphics need to be altered and re-printed within hours of show opening;
- A prospective customer unexpectedly confirms a last-minute meeting and said meeting requires privacy that your exhibit doesn’t offer – a call must then be made to request an extra wall and door to enclose the originally designed “open air” meeting space;
- You arrive the last day of setup of the show only to find that the booth orientation that you requested is less then optimal given the design of a neighboring exhibit and you need the booth “turned” 180 degrees “overnight”.
When you’re in a bind, you want your exhibit house to step up to the challenge and assist you. The expectation is that there is a relationship upon which you can rely.
With 17 years of experience, we have heard it all and done nearly everything – short of moving mountains. We don’t nickel and dime customers.
Does that mean that every change is free?
Unfortunately, it does not. But what it does mean is that our team is capable of making things happen, and if we have to charge for something, the pricing is always reasonable, not “rush” charged to death. This is because we value our relationship with you, the customer.
Do we come through in a pinch when you ask for help?
You better believe it. It is our duty to our friends to ease the burden of the stress that often comes with being on show site. Our team is comprised of problem solvers and doers, not billers and naysayers.
So whether you need those last minute graphics, that extra wall to enclose your meeting space, or reorientation of your booth the night before show open, if it is possible, ask us and we will make it happen for you.
We value our relationships and our customers value our commitment to their success.
Sincerely,
Todd Koren, CEO
