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Enfranchisement of Service Workers

The customer pointed out to the Nordstrom salesperson that she had bought a pair of shoes at Bloomingdales (a competitor) that were too small for her. She liked the style, but Bloomingdales didn't have her size. After being fitted with the same shoe of the proper size, the customer started to pay for the shoes. The salesperson instead suggested that she merely take the too-small shoes in exchange for the new purchase. When the customer reminded the salesperson that she hadn't bought the first pair at Nordstrom, the salesperson said to her, “If I take these shoes for you, you won't have any reason to return to Bloomingdales.”