Jackie Huba

Gauntlet of Love

There’s a good chance you’ve heard the stories about the incredible customer service at Nordstrom stores. A legendary story is about a customer who wanted to return his automobile tires, which the Nordstrom clerk cheerfully accepted even though the store doesn’t sell tires.

But I’ve never heard this: When a new Nordstrom store opens, the first customers in the door go through a gauntlet of store employees who high-five each customer. And the employees clap and jump up and down in excitement. Customers arrive hours before a new store opening to be the first ones to run the Gauntlet of Love (my words).

How do you greet new customers?

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