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Summary: "THE WISEST INVESTMENT FOR ANY COMPANY"
Review: "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"
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Summary: EXCELLENT INSIGHT INTO CUSTOMER SERVICE BEST PRACTICE
Review: A Seattle-based chain of department stores, Nordstrom is acknowledged as 'best practice' in outstanding customer service and is the subject of countless MBA case studies. This book tells the Nordstrom customer service story. It reveals how Nordstrom created and maintains a culture of customer service and more importantly how to translate the Nordstrom customer service principles to your own business. But the desire to implement these principles must come with a commitment from management to customer service and employee empowerment. Management must respect, encourage, honour and reward the people on the front lines for their creativity and ability to serve the customer. Only than will you be able to emulate Nordstrom. Nordstrom's culture encourages entrepreneurial motivated men and women to make the extra effort to give customer service that is unrivalled in American retailing. At the end of each of the eight chapters is a useful Keys To Success section which summarises the key principles of Nordstrom success discussed in the chapter. Robert Spector is a Seattle based freelance journalist who has covered Nordstrom since 1982 for a variety of publications. Patrick D. McCarthy of Seattle is one of the top- performing salesman in Nordstrom, where he has worked for more than 20 years. For 15 consecutive years, from 1977 through 1991, McCarthy was the number one salesperson among Nordstrom's 35,000 employees. In 1992, 1993 and 1994, he was runner-up. His journey to financial rewards and job satisfaction serves as an inspiration for every frontline employee in virtually any business. Reviewed by Azlan Adnan, Managing Partner of Azlan & Koh Knowledge and Professional Management Group.
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Summary: Review: The Nordstrom Way
Review: After reading this book, I noticed that Nordstrom dominates their competitors in regards to customer service. The author successfully explains how the original Nordstrom store eventually grew to become a large, powerful company. As a customer of Nordstrom, I felt encouraged to continue giving the family-run company my business. I recommend this book especially to those who own or work for a company, small or large. Anyone involved with retail will benefit from reading this book.
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Summary: Attention all public service personnel...
Review: Have you ever wondered why so many large companies have such great customer service? Where did this all start? Who started it? The Nordstrom Way tells the inside story of the store that made everyone realize the importance of good customer service. This book tells how the very first small Nordstrom store gradually expanded to become a retail powerhouse. It depicts both the personal side of the Nordstrom family and the business side. I recommend this book to any customer service professional or anyone interested in public service. In fact, almost any profession can benefit from practicing good customer service described in this book.
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Summary: This is one of the last stores that has a good return policy
Review: 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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Summary: The Nordstrom Way Review
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.
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Summary: Service is almost Spiritual at Nordstroms
Review: The name Nordstrom is synonymous with excellent customer-service. This book highlights what the Nordstrom department store chain does differently from its competitors to ensure that customers consistently receive superior service. This inside look is fascinating reading for anyone interested in the retail industry. Front line employees will be able to use some of the Nordstrom techniques, no matter where they work. In fact, people in almost every industry can use the customer-service practices described by the authors. Anecdotal evidence of the success of these practices makes this book easy to read and very enjoyable. Readers will learn the Nordstrom story from its humble beginnings at the turn of the 20th century, as the Wallin & Nordstrom shoe store, to its current status as a retail powerhouse. We at getAbstract.com recommend this book not only to anyone in the retail sector, but to anyone in customer-service. This is what good service looks like, and this is how to make money with it.
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Summary: Service is almost Spiritual at Nordstroms
Review: Thinking about applying for a position at Nordstrom's, I bought this book to do a little investigating. I ended up reading the book in three days, which is quite a feat for this reader. Understanding the history of the Nordstrom Family, how their great grandfather from Switzerland put together a small shoe shop with gold he found, was inspirational. Then hearing how humble the Nordstroms are, their democratic way of making decisions within the family, and the simple customer service philosophy, made the family very endearing to me. I'm thinking about a career change so I can help people in general, and I've found this is the store's customer service philosophy. Although they are helping people for their own profit, they still make people feel special by the attention and respect they pay to the customer. I very much recommend this book to any customer service professional, or anyone interested in public service. Just leaving a customer service organization, I know most companies will not allow the customer service rep to have the accountability and freedom to serve the customer as Nordstroms does. But there are great ideas in this book that will allow any customer service rep to make a difference in serving and owning their customers.
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Summary: Nordstroms - Still a Solid Read
Review: This book made a big splash when it hit the stands in 1995. If you are worried about it being outdated, don't be. I found it to be very thorough in it's study of Nordstrom's, and it is still a good lesson in what we should all strive for. Minimal mistakes that need to be updated in the next revision:
1). Their top notch website is not addressed, however, it does describe the thinking that was held by the company in 1994 to take advantage of the new electronic media. I thought that this section spoke volumes to how far reaching Nordstrom's view of service really is.
2). Very minor changes have been made to their business plan since this book was released. Most of these changes would be evident to the keen observer after 10 minutes in their store. All in all, I recommend this book to anyone who is studing how to change attitudes on customer service. If you are just looking for a book on sales, this is not for you.
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Summary: Good Book for anyone wanting to brush up on their skills
Review: This is a good book. It doesn't really give a person any new ideas on customer service it just reminds them what good service is. The key to Nordstrom's great service is pretty basic, give your employees the authority to service the customer, do whatever it takes to make the customer happy, and perform extras for the customer that your competition doesn't like writing thank you notes. Like I said you probably won't learn a whole lot but the book is a good reminder of what you should be doing to provide excellent customer service.
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