Nordstrom’s is coming, Nordstrom’s is coming!
What can a company do? Lots…
Here’s what to do for your employees and customers:
Throw away your policy book Nordstrom’s doesn’t have one “Use your best judgement at all times.” That’s their policy. And they train (and empower) their people to do exactly that.
Get rid of grumpy people. Don’t just fire them. Get them a job at the competitor you hate the most.
Hire friendly people. You don’t have enough time or money to train friendly. Start with friendly and train them to your style of business.
Figure out what your employees hate about you and get rid of it. Announce changes — make a big deal out of them.
Start showing instead of telling. Work WITH your people. Lead and teach great service by example. The manager must be the second best example of customer service in the company — the first best must be the CEO.
Make a list of things and actions that employees are ALLOWED to do in their every-day job function. Make the every-day a fun experience for your people and they will transfer that attitude when they serve the customer.
Make a list of things and actions that employees are ALLOWED to do when something goes wrong. Let your people have guidelines for judgement calls.
INVEST in real-world training. Your team was never taught ANY of the courses they need to serve in a memorable way in school. Train your people every day.
Make it easy for people to do business with you.
Make lines shorter, hours longer, and ordering simpler.
Figure out what your customers hate about you and get rid of it. Announce changes — make a big deal out of them.
SUCCESS HINT: Change something for the better every week
so employees can see management doing something progressive.
NOTE WELL: Reward your staff for doing the right thing.
Celebrate their achievements. Have parties to reward them and encourage others to go for the next awards.
NOTE REAL WELL: If you’re a business person, don’t begrudge the success of Nordstrom — thank them for setting a higher standard.
1999 All Rights Reserved – Don’t even think about reproducing this document without written
permission from Jeffrey Gitomer and Buy Gitomer www.gitomer.com 704/333-1112
“SOMETHING TO TALK ABOUT/NORDSTROM” Faxback #167