Servicing Your Customers. Four Different Mindsets (2 of 4)

My wife and I went to the mall the other day to stop at Nordstrom in order to get my new mail-ordered coat altered. While waiting for the tailor tp arrive, the friendly salesman started to process the alteration order request on his computer. “I have good news for you Mr. Barr”, he said. “I just processed a credit for over $100 on your account to reflect the price adjustment on your coat since it is now on sale.” I thanked him for this special gesture and it was then that the tailor arrived. He took my measurements and asked if I have a special occasion and whether I need my coat ready right away?