Under Promise and Over Deliver – Way to go Clarks
Jan22

Under Promise and Over Deliver – Way to go Clarks

What you can learn from Clarks by always over delivering on your promises. I had never purchased anything from a Clarks store before.  I avoid retail like the plague.  Amazon prime is my best friend.  Seriously, why leave the house only to find it’s not in stock or the sales person has no idea what you are talking about?  This is why my wife actually purchased two pairs of shoes (buy one get one 50%) from the Clarks store down at the local mall on Black Friday for me (yes, she is crazy in love, or just plain crazy).  It was my Christmas present.  We had stopped in another mall and tried some on one day back in the summer, my 4 year old Arizona baked sandals felt like sand paper next to these babies, so like every geek, I put it in Evernote on my wish list.  I even took a photo of the size and type of the shoe from a box nearby. That was in July, come Christmas time my wife asks if I have that photo anywhere (and I did), so I sent it to her and waited for the “big surprise” on Christmas morning.  Little did I know that the photo I took was for a pair of shoes a half size too small!  She got me TWO pair that were too small… my fault entirely. The Return Anyway, fast forward to January and I’ve got two of my kids in tow to return the shows for a direct exchange, I just needed different sizes after all.  In and out, simple right? When I got there the poor guy at the register was by himself, he had just made a mistake on someone’s return and had no idea how to fix it.  After being there for about 40 minutes it was finally my turn and at this point my little girl was single highhandedly taking apart the store. Come to find out he didn’t have any of my size in stock (what did I tell you, Amazon all the way!) but he said he could ORDER them for me.  He was about to make me pay an additional $35 dollars because the Buy One, Get One 50% off wasn’t in effect but I told him frankly my wife would kill me after being out on Black Friday to get that deal.  He said “At Clarks we will do anything to make sure you are satisfied with your experience.” so he gave me the original deal. The Survey Here’s the kicker…not only did this guy waste literally an hour of my life for something that...

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