Superior customer service is one of the things that makes Nordstrom one of the top retailers in the United States. In the 2011 American Customer Satisfaction, Nordstrom was ranked as the number one department store in the country. Every company you talk to would like to be the Nordstrom of their industry.
Nordstrom has a one page employee handbook that reads somethings like this: Our number one goal is to provide outstanding customer service. Set both your personal and professional goals high. We have great confidence in your ability to achieve them. Nordstrom Rule#1: Use your best judgment in all situations. There will be no additional rules. Please feel free to ask to your department manager, store manager or division general manager any question at any time.
Many people have great stories of their experiences with associates at a Nordstrom store. The following story is legendary. An unhappy owner of a set of worn-down tires walked into a new Nordstrom store and asked to return them. The request was an odd one for several reasons, Nordstrom did not sell the man the tires but also did not sell tires at all. The store granted the request anyway. Nordstrom truly believes that the customer is always right.
The Nordstrom Way shows the direct link between empowering your employees and building a long term relationship with your customers. This is why Nordstrom is one of the most trusted brands in the United States.
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