The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "nordstrom" of Your Industry, Second Edition

Contents

Introduction

Phase I: Culture

Chapter 1: Tell the Story: How Nordstrom Became Nordstrom

Seattle: City of Opportunity

Everett, Elmer, and Lloyd

Third Generation: Bruce, John, Jim, and Jack

Betting Everything on Southern California

A Crisis of Confidence

Sales Are the Truth

Chapter 2: Hire With Care: Finding the Right Fit for the Culture

Welcome to Nordstrom

Values and Practices

Hire Motivated People—Who Are Also Nice

Bob Love

It’s Not a Job for Everyone

Inverted Pyramid

Empowering Managers and Buyers

Managers’ Responsibilities

Buyers’ Responsibilities

Feedback

Using Experienced “Nordies” to Spread the Culture

Promoting From Within

New Employees in New Markets

Diversity

The Nordies Versus the Clock Punchers

Good Place to Work

Hiring for Customer Service

Chapter 3: Nurture the Nordie: Mentor, Support, Praise, Recognize, and Reward

Product Knowledge

Appreciation Promotes Motivation

Mentoring

Recognition and Praise

Recognition Meetings

John W. Nordstrom Award

Everyday Praise

Heroics: Inspirational Tales of Teamwork and Legendary Customer Service

Chapter 4: Empower Entrepreneurs to Own the Customer Experience

Ideas From Empowered Entrepreneurs

Empowered to Take Ownership of the Customer Experience

Don’t Judge a Customer by Her Shoes

Inverted Pyramid

Return Policy

Empower Employees to Make Good Decisions

Cross-Selling

Dump the Rules: Tear Down the Barriers to Exceptional Customer Service

Chapter 5: Compensate According to Results

Commission Sales Versus Customer Service

Goal ...