The Nordstrom Way to Customer Service Excellence: The Handbook for Becoming the “Nordstrom” of Your Industry by Robert Spector and Patrick D. McCarthy (Wiley, 2012)
I enjoyed The Nordstrom Way, but not as much as I thought I would.
Author Robert Spector loves customer service and loves writing about it. In addition to the classic The Nordstrom Way: The Inside Story, which this title replaces, and his book The Mom & Pop Store, he is working on a book about Amazon.com. He is also a speaker, trainer, and consultant, who has authored articles for the three big U.S. newspapers. The coauthor, Patrick D. McCarthy was Nordstrom’s top salesman for 15 years; Patrick now applies his experience of managing a 12,000 person customer list to consulting opportunities and presentations.
The Nordstrom Way emphasizes that sales is really a customer service function—guiding the customer to make the right purchase for them, while building a lasting relationship. It provides story after story of Nordstrom employees doing outlandish things to serve the customer. When you join Nordstrom, you’re told “Our number one goal is to provide outstanding customer service” and that Nordstrom only has one rule: “Use good judgment in all situations” (pg. 29). From that point forward employees are encouraged to act like they own their department and their store; employees are entrepreneurs. They do everything from generating their own lead lists to starting their own personal social media channels where they recommend products. As long as an employee’s decision is about helping the customer, Nordstrom will back them. This freedom, combined with the right talent, is what makes Nordstrom so special (pgs. 45, 57). Nordstrom even shares profit with employees to emphasize their faith and trust (pgs. 57, 106). Continue Reading…