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Maxine Johnson

I want to introduce you to Maxine Johnson, assistant manager of men's sportswear at Nordstrom Galleria Dallas. The reason I think Maxine is important is because she taught my son and me about customer service. I met her several months ago. I still have her card, and I'm still grateful to her. Here's what happened.

A few months ago, my wife and I were in north Dallas with some time to spare, and I convinced her to go with me to pick out one or two pairs of dress slacks. I felt like I was wearing the same pants over and over again when I traveled, and I could use an extra pair or two. We usually go to Nordstrom for that, and so we did again. After some time, I had two pairs of trousers that we both liked, and so we had them measured for hemming and picked them up a few days later.

A week or two passed, and then I packed a pair of my new pants for a trip to Zürich. I put them on in the hotel the first morning I was supposed to speak at an event. On my few-block walk from the hotel to the train station, I caught my reflection in a store window, and—hmmp—my pants were just not... really... quite... long enough. Every step, the whole cuff would come way up above the tops of my shoes. I stopped and tugged them down, and then they seemed alright, but then as soon as I started walking again, they'd ride back up and look too short.

They weren't bad enough that anyone said anything, but I was a little self-consious about it. I kept tugging at them all day.

When I hung them back up in my closet at home, I noticed that when I folded them over the hanger, they didn't reach as far as the other pants that I really liked. Sure enough, when I lined up the waists, these new pants were about an inch shorter than my favorite ones that I had bought at Nordstrom probably four years ago.