Pat Kennedy - Your Washington, DC Real Estate Connection

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I Got Wowed Tonight by Marty at Macy's Houseware's Department!

I Got Wowed Tonight by Marty at Macy's Houseware's Department!

I needed a pair of glass candlesticks, and didn't want pay a fortune - I just needed some for staging props.  I tried Tuesday Morning, TJ Maxx and  the Target at Wheaton Mall in suburban Maryland.  No luck.  As I was about to give up and go home, there was Macy's and I remembered!  They have a decent houseware's department.

When I got there, a very polite sales clerk named Marty offered to watch my huge shopping bags (full of towels and pillows) and asked what I needed.  When I asked if they had any glass candlesticks.  He brought be over to the candlestick department, and there were some really, really beautiful crystal ones. 

And they looked expensive,  and much too beautiful to stage the dining room table of a new listing. But as Marty showed my how they reflected the light, I had to have them!  After the house sells, they would be perfect for my own dining table!

By the time he added in a 25% off coupon and another discount for using my Macy's card, guess what?  They were a bargain that I could not pass up.  OK, that was only part of the wow service.

Once he rang up the sale, I gathered up my three overstuffed shopping bags, and guess what?  He offered to help me drag them to my car! 

Macy's has always been a favorite place to shop.  I guess it dates back to my first days in New York.  But I hadn't been there much lately.  Maybe it's time to put my Macy's charge to better use.

So, Macy's!  If you Google yourselves and happen to read this, give Marty in Housewares in your Wheaton Mall store a great big raise.  The guy is terrific!

Comment balloon 28 commentsPatricia Kennedy • February 04 2012 12:07AM

Comments

If you ever want to study the way to sell.  Check out the skill of salespeople at Macy's.

Posted by Tim Lorenz, 949 874-2247 (TIM LORENZ - Elite Home Sales Team) over 8 years ago

Silver and gold have I some, but such as I blog I give unto those who deserve.

Posted by Jim Hale, Eugene Oregon's Best Home Search Website (ACTIONAGENTS.NET) over 8 years ago
Had a similar experience in their housewares department last fall. The sales clerk wowed my rather unruly 5 year old son while matching towels and pillows. Once you're in sales, you tend to appreciate great service even more! Thanks for sharing Pat!
Posted by Kim Skumanick (Keller Williams Real Estate) over 8 years ago

It sounds like Customer Service is alive and well, but not in our industry.  It's amazing how a little trip to the shopping area can really pay off. 

Posted by Doug Bullwinkel, Mortgage Loan Originator NMLS #281609 (Envoy Mortgage,NMLS ID 6666) over 8 years ago

Macy's has treated us well in the past, this experience just adds to the reasons why I'd shop at Macy's in the future. Customer Service is more than a theory.

Thanks Patricia.

Posted by Tom Arstingstall, General Contractor, Dry Rot, Water Damage Sacramento, El Dorado County - (916) 765-5366, General Contractor, Dry Rot and Water Damage (Dry Rot and Water Damage www.tromlerconstruction.com Mobile - 916-765-5366) over 8 years ago

Patricia - Oh that is so great.  I hope they have google alerts set up.  I love hearing great customer service stories...esp since they seem to be so rare these days.

Posted by Debbie Gartner, The Flooring Girl & Blog Stylist -Dynamo Marketers (The Flooring Girl) over 8 years ago

It is sure nice to hear some one getting such good service.  Not all Macy's are the same, I guess.

Posted by Gabe Sanders, Stuart Florida Real Estate (Real Estate of Florida specializing in Martin County Residential Homes, Condos and Land Sales) over 8 years ago

It was Wheaton Plaza when I was a kid, all the way through high school.  And it wasn't under the bubble like it is now!  We went there because you could get the most Green Stamps...

How many Green Stamps did you get at Macy's?  Or do they give out the Yellow Stamps?

Posted by Jay Markanich, Home Inspector - servicing all Northern Virginia (Jay Markanich Real Estate Inspections, LLC) over 8 years ago

Now THAT's service - I love Macy's. Thanks for sharing a great model of how to treat customers!

Posted by Wayne and Jean Marie Zuhl, The Last Names You'll Ever Need in Real Estate (Samsel & Associates) over 8 years ago

I love running into someone like Marty that actually "helps" you............cool story Pat.

Posted by Roger D. Mucci, Lets shake things up at your home today! (Shaken...with a Twist 216.633.2092) over 8 years ago

Good to know there is someone in the retail industry that still understands customer service.  You don't see it often enough.

 

Posted by Cindy Jones, Pentagon, Fort Belvoir & Quantico Real Estate News (Integrity Real Estate Group) over 8 years ago

Pat, thanks so much for sharing your great customer experience story!  I've always been partial to Macys, although it's lost a few notches over the last decade or so near me.  It's wonderful to hear, though, that service can still be found from time to time!

Posted by Kat Palmiotti, The House Kat (406-270-3667, kat@thehousekat.com, Broker, Blackstone Realty Group - brokered by eXp Realty) over 8 years ago

Macy is sure learning a thing or 2 from Nordstorm. I got quit a few holiday gifts from Macys this year.

Posted by Ritu Desai, Virginia Realtor-Fairfax/Loudoun/PW-703-625-4949 (Samson Properties) over 8 years ago

The shopping diva. .women are so easily enchanted with the next must have product that they don't really need. .have you considered just putting a small plate, put some hot wax in the middle, stick a  candle and tie a ribbon for grand effect?. . .same thing . .a lot cheaper . . staged . .next house!

just sayin~

 

(~You don't even have to say it. . I know what your answer will be Pat :)

Posted by Fernando Herboso - Broker for Maxus Realty Group, 301-246-0001 Serving Maryland, DC and Northern VA (Maxus Realty Group - Broker 301-246-0001) over 8 years ago

Pat

I think Macy's is learning from Nordstroms. THat's thekind of service that garners raving fans. Too bad it's not very common these days.

Jeff

Posted by Jeff Dowler, CRS, The Southern California Relocation Dude (eXp Realty of California, Inc.) over 8 years ago

Hi Pat - I too have had some amazing deals at Macy's. It took me a while to get used to them because I loved Filene's (which they replaced) but if you wait for the markdowns, you can't beat it!  And I agree, my last few customer experiences have been awesome.

Posted by Peggy Chirico, REALTOR® 860-748-8900, Hartford & Tolland County Real Estate (Prudential CT Realty) over 8 years ago

Good morning Pat,

Sounds like you are a raving fan and rightly so!! Always good to shout out when you receive service that exceeds your expectations!

Posted by Dorie Dillard CRS GRI ABR, Serving Buyers & Sellers in NW Austin Real Estate (Coldwell Banker Realty ~ 512.750.6899) over 8 years ago

Good morning Patricia. This is such a great story and I am happy to read about Marty and your experience with him. It always comes down to customer service: as it does in our business. Suggested.

Posted by Sheila Anderson, The Real Estate Whisperer Who Listens 732-715-1133 (Referral Group Incorporated) over 8 years ago

That's a great story, Pat. Amazing what a difference someone like Marty makes. He created a TON of goodwill and future business for his employer -- and really deserves that raise -- or a hefty bonus!

Posted by Lottie Kendall, Helping make your real estate dreams a reality (Compass) over 8 years ago

Pretty amazing what a well trained employee can do and make for a difference!

Posted by Barbara-Jo Roberts Berberi, MA, PSA, TRC - Greater Clearwater Florida Residential Real Estate Professional, Palm Harbor, Dunedin, Clearwater, Safety Harbor (Charles Rutenberg Realty) over 8 years ago

Glad to hear that customer service is alive and well.... great story Pat... and, I'm sure those candlesticks are going to look perfect on the DR table in your listing!

Posted by Peggy Hughes/pha logistix, inc., SF NYC LA (pha logistix inc) over 8 years ago

Pat, your guy Marty sure sounds like the real deal.    Customer service for the sake of business and from the heart.  The best kind of customer service there is.   

Posted by Cathy McAlister, Sacramento DRE#00648507 (Cathy Ashley McAlister, GRI CDPE - Broker / Sacramento ) over 8 years ago

Pat,  those are gorgeous.  It was so nice of you to recognize a worker who went above and beyond.  We all need to stop and give kudos when deserved instead of complaining all the time!!!  Good job.  Your staging project will sparkle.

Posted by Belinda Spillman, Colorado Living! (Aspen Lane Real Estate Colorful Colorado) over 8 years ago

Pat - one can never underestimate the value of excellent customer service.

Posted by Larry Atkins (State Wide Realty Co.) over 8 years ago

Good Afternoon Patricia, it is very nice to read a blog about how well something went. It seems most news is always so bad. It is good to hear how great your sales person was. Have a great Saturday

Posted by Scott Godzyk, One of the Manchester NH's area Leading Agents (Godzyk Real Estate Services) over 8 years ago

Great service is a rarity these days.  This guy deserves a raise, all right, and a PROMOTION.  Thanks for a great story.

Posted by Don Sabinske, Sabinske & Associates Inc. (Don Sabinske, Sabinske & Associates Inc.) over 8 years ago

Hey!  Thank you for all of your comments! 

Te candlesticks are crystal with silver rings around each of the rounded thingies.  The lighting made them look sort of gold.

Posted by Patricia Kennedy, Home in the Capital (RLAH Real Estate) over 8 years ago

Pat -- here's hoping that all of the Marty's of the retail world get the proper attention they deserve.  It's always good to know that customer service is alive and well.   Hopefully, you let the management know as well.   

Posted by Michael Jacobs, Los Angeles Pasadena 818.516.4393 over 8 years ago

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