The Nordstrom Way : The Inside Story of America's #1 Customer Service Company
Author: Robert Spector, Patrick D. McCarthy
List Price: $17.95
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ISBN: 0471161608
Publisher: John Wiley & Sons (September, 1996)
Sales Rank: 18,119
Average Customer Rating: 4.73 out of 5
Customer Reviews
Rating: 5 out of 5
"THE WISEST INVESTMENT FOR ANY COMPANY"
"The Nordstrom Way" is a gift I received from a close friend of mine when I began my career at Nordstrom three years ago. Not only did it give me a clear insight behind Nordstrom but it made me strive to become a better employee. The book outlines perfectly on what it means to be a success in customer service at any business by following the "upside down pyramid". To be a success at Nordstrom; be true to each and every customer. Having top sales is not what makes you a great success but building great relationships one customer at a time is. My philosophy for working at Nordstom is that it is a privelage, not a right, to be a part of the #1 company for customer service. Nordstrom 'Empowers" you to make decisions on your own by following one simple rule; use your best judgement, which means by ALWAYS putting your customer first. Each and everyday I exercise this right and set an example to all. Because of the great mentors that I have at Nordstrom I know that my career will be a long, happy, and healthy one. I challenge All who are considering a career in retail and want to arise to the challenge of leading by example apply at Nordstrom. Become a part of a "World Class Team". There are no problem customers just challenged employees."Your Customer Service Specialist"
Rating: 4 out of 5
The Nordstrom Way Review
Reading the Nordstrom Way has made me highly respect the store itself. It was very refreshing to read a book about a company that places so much emphasis on customer service. After reading the book, I was convinced that Nordstrom truly values their customers above all else, unlike many retail stores today. I thought that the author did a very good job in both retelling the history of Nordstrom and conveying their way of conducting business. Through telling the story of the Nordstrom family, giving examples of good customer service, and sharing personal stories of Nordstrom employees, the author does an excellent job of helping the reader understand what Nordstrom is all about. I would recommend this book to anybody interested in learning about how to run such a successful business as Nordstrom has done and will continue to do for years to come.
Rating: 5 out of 5
This is one of the last stores that has a good return policy
Old fashioned notions of what makes for good customer service and a decent return policy are what differentiate Nordstrom from competitors.Wouldn't it be nice if they all adopted the "Nordstrom Way" sometime?
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