Lessons from the Nordstrom Way: How Companies are Emulating the #1 Customer Service Company
Author: Robert Spector
List Price: $24.95
Our Price: Click to see the latest and low price
ISBN: 0471355941
Publisher: John Wiley & Sons (15 January, 2000)
Sales Rank: 69,439
Average Customer Rating: 2.5 out of 5
Customer Reviews
Rating: 4 out of 5
Interesting title, but other companies give good service too
The book should have covered numerous companies, and not just Nordstrom. There are other fine companies that provide good service (even in retail), and they should have been included in the book.Too bad Washington can't emulate the Nordstrom model and do the little things for people that ought to be a given in our society.= )
Rating: 1 out of 5
Cringe, don't buy this one
Whew! I have never given a one-star rating before. This book was hastily bundled together for all the wrong reasons. Yes, there are plenty of anecdotes and stories about customer service. Yes, there is a lot of common sense listed at the end of each chapter. Unfortunately, no real beef is offered on the plate. The chapters are repetitive and disheveled. I have never read a book about Nordstroms, and now, I am not impressed about Nordstroms! At $10/hour, the low-wage salesman has to produce executive results or get fired.
Several of the examples given by the author, such as Gordon Bethune at Continental Airlines, does not adequately cover excellent customer service. By his own admission, Bethune discriminates between the levels of his frequent flyers. OOPS!
For the 5-star rating, I am extremely impressed by Concepts Worldwide, Mike's Carwashes, and especially W Hotels. They ARE the models to follow. Once again, the coverage does not accurately reflect the title and theme of the book.
Another problem with this book is that pages 179-194 are missing! And that is why this book only deserves 1-star.
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