Recent department store sales figures in the Wall Street Journal are interesting and intriguing. Despite a slow economy in parts of the nation and frigid February weather in some states where several retailers experienced a decrease in sales, some high-priced retailers had exceptional results. What at these stores provided the impetus for better than expected sales?

In February,  Saks Fifth Avenue had an astounding sales increase of 26.5 percent.  Following that mind-boggling number were Nordstrom with a 9.5-percent increase and Neiman Marcus with a 8.2-percent increase. Coupled with a 1.6-percent increase at J.C. Penny and a 7.8-percent dive at Dillard’s, the numbers posted by the high-end merchants are simply amazing.

Upscale department stores have learned that exceptional customer service is the key to increased sales. Personnel at these stores keep detailed records of customers’ purchases and do extensive follow-up to attract these customers back into the store at a later date. It’s these personal contacts that assure the stores of continued business. Let me give you a first-hand example.

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