... THENORDSTROMWAYtoCustomerServiceExcellence Also by Robert Spector TheNordstrom Way: The Inside Story of America’s Number One CustomerService Company Lessons from theNordstrom Way: ... connected tothe customer, thecustomer keeps you humble because we’re not perfect at it If you are really looking tothe customer, if you’re really sensitive tothe customer, and sensitive tothe ... the simplest explanation for what makes NordstromNordstrom is that Nordstrom salespeople put themselves in the shoes of thecustomer They whatever they can to make life easier for their customers...
... used to fix up the store, which was immediately expanded to 20 feet With $3,500, they bought an inventory of shoes and opened their doors to customers in 19 01The store was named Wallin & Nordstrom ... what they saw,” Jim recollected “So, the idea of 16 TheNordstrom Story [ensuring their] security and selling it to another company appealed to them.” The brothers believed the main reason they ... sympathize with the customer, no, he called the competitor’s store and asked them to refund thecustomer s money Imagine getting a call from Nordstrom questioning you on your customer service? What...
... want customers to leave; Nordstrom wants customers to stay Consequently, the company will whatever it takes to keep that customer in the store, to continue to give him or her the opportunity to ... enable the customers riding on the escalators to quickly scrutinize the full spectrum of the selling f loor The aisles give shoppers the freedom to circle the store and to plunge into the center ... department (Nordstrom believes that if you can lure customers tothe perimeter back walls of the store, they are more apt to make a purchase.) “If someone wants to walk all theway around the store, they’re...
... day To get customers to leave Frederick & Nelson or The Bon Marche [the then-prominent downtown Seattle department stores] and go to our store, they had to everything right,” said John N Nordstrom, ... a Nordstrom practice to split sizes so that thecustomer doesn’t have to buy two full pair of shoes After they have measured thecustomer s feet, Nordstrom salespeople are trained to show customers ... the customers come into the store You can have all the pep rallies in the world, but the best motivation is stocking the right item in the right size at the right price.” Bob Middlemas, who today...
... questions that elicit the following attributes in new hires: 10 11 12 A sense of customerservice A definition of customerservice A desire to give customerservice A willingness to work hard Self-motivation ... Portland-area Nordstromto pick up a dress for a customer who had to attend a funeral, and then drove back tothe Washington Square store where she handed over the garment tothe deeply appreciative customer ... family history To maintain that loyal customer following, Nordstrom allows salespeople to sell merchandise to their customers in any 11 5 WHAT SUPERVISORS CAN DO department throughout the store The...
... either “Look,” Robert told the supervisor, “I write books on customerservice I speak to business groups all over the country 14 8 Dump the Rules about good customerservice and bad customerservice ... Nader “He said, The salespeople are the ones who can bring the message from the customers to management—they tell us what they need in order to be able to make the customers happy If the salespeople ... takes to satisfy customers As they readily concede, when they were young salespeople and didn’t have what thecustomer asked for, they weren’t good enough salespeople to be able to switch the customer...
... morning prepared to give an honest day’s work and to value and honor the customer. ” Over the rest of his career, as McCarthy rose tothe top of theNordstrom mountain, he became a mentor to many employees ... recalled Theway I saw it, the Nordstroms were taking all of the risks and providing all of the ingredients the nice stores, the ambiance, the high-quality merchandise to make it work All I had to ... customer walked into the department, but that salesperson was not on the f loor, I would say to myself, ‘Yes, that’s her personal customer, but how can I help that customer today?’ I wanted to...
... empowered to establish relationships with your customers and to find ways to take care of your customers in every way possible They must be able to listen tothe customer, understand thecustomer s ... He would then invite thecustomertoNordstromto get his shoes shined (Dover picked up the tab) That offer got thecustomer back into the store, where Dover would have the opportunity to sell ... me to treat my customers theway I want to be treated, with professionalism,” said Theresa “If you that, thecustomer will always come into the department looking for you to take care of them...
... fittings We 216 The Sale Is Never Over visited their homes to help them take an inventory of their wardrobe We told them what to keep and what to discard Their wives were so appreciative, they would ... Knowledge Another way for sales associates to earn the confidence of their customers is to be well versed in the merchandise they sell When stocking merchandise, McCarthy used the time to memorize ... Feedback from theCustomerThe more information you get from your customerthe more able you are to take care of your customer Ⅲ Make a list of the choices your organization offers your customers Ⅲ...
... "Enough to Buy Back the Product" The Function of Profits The Mirage of Inflation II 13 i9 27 30 4i 56 63 68 7i 85 9i ioo 10 7 u6 12 5 13 7 14 3 15 9 16 3 17 3 19 0 XXIII The Assault on Saving PART THREE: THE ... happen tothe glass business? Then, of course, the thing is endless The glazier will have $50 more to spend with other merchants, and these in turn will have $50 more to spend with still other ... as theway of economic salvation; and when anyone points to what the consequences of these policies will be in the long run, they reply flippantly, as might the prodigal son of a warning father:...
... built during the war, the nylon stockings that could not be supplied, the worn-out automobiles and tires, the obsolescent radios and refrigerators They bring together formidable totals It is ... transaction The government spenders forget that they are taking the money from A in order to pay it to B Or rather, they know this very well; but while they dilate upon all the benefits of the process to ... the bridge costs $1, 000,000 the taxpayers will lose $i,ooo,ooo They will have that much taken away from them which they would otherwise have spent on the things they needed most Therefore for every...
... put into the hands of A People want to invest their own capital But they are cautious They want to get it back Most lenders, therefore, investigate any proposal carefully before they risk their ... place, the money is either their own or has been voluntarily entrusted to them In the case of government-lending the money is that of other people, and it has been taken from them, regardless of their ... wages to former coat makers, he now has to pay out in indirect wages tothe makers of the new machine, or tothe workers in an- 5Ô ECONOMICS IN ONE LESSON other capital industry, or tothe makers...
... only by supplying equivalent services to those who provide the jobs—or, rather, tothe customers of the employers who provide the jobs Instead of being parasites, they become productive men and ... burdens on the backs of mules instead of on their own; that they went on to invent the wheel and the wagon, the railroad and the motor truck It is for this reason that men used their ingenuity to develop ... farmer attempts to make neither the one nor the other, but employs those different artificers All of them find it for their interest to employ their whole industry in a way in which they have some...
... it was simple Bring back the prices of the farmer's products to a "parity" with the prices of the things the farmer buys This parity existed in the period from 19 09 to 19 14, when farmers were prosperous ... "overcrowded," and to try to prevent other firms or workers from getting into it The other is to argue that the X industry needs to be supported by a direct subsidy from the government Now if the X industry ... What is the result? The farmers get higher prices for their crops Their "purchasing power" is thereby increased They are for the time being more prosperous themselves, and they buy more of the products...
... hands to work for them It can practice division and specialization of labor The father hunts; the mother prepares the food; the children collect firewood But even the family cannot afford to have ... same time that it reduces the supply of some other commodities The price of that product therefore falls in relation tothe price of other products, and the stimulus tothe relative increase in ... trying to stabilize it There are several methods by which it is commonly proposed to this One of the most frequent is government loans to farmers to enable them to hold their crops off the market...
... continuing to turn out their former goods A premium is put on dishonesty The new firms owe their very existence or growth tothe fact that they are willing to violate the law; their customers conspire ... cause them to buy less of it While some workers in the industry will be benefited from the higher wage, therefore, others will be thrown out of employment altogether On the other hand, if the price ... against other workers These other workers are willing to take the jobs that the old employes have vacated, and at the wages that the old employes now reject The fact proves that the other alternatives...
... enough for the others? Or would they have required increases of 55 to 16 0 per cent to give them as much per capita purchasing power as the automobile workers? ( W e may be sure, if the history of ... production below what it would otherwise have been To return, then, tothe doctrine that labor must get "ENOUGH TO BUY BACK THE PRODUCT" 16 7 "enough to buy back the product/' The national product, it ... As the champions of the doctrine not seem to have made any clear effort to answer such questions, we are obliged to try to find the answers for ourselves Some sponsors of the theory seem to imply...
... reduce their buying They this partly, indeed, because they fear they may lose their jobs, and they wish to conserve their resources: they have contracted their buying not because they wish to consume ... that the government prints money to pay war contractors Then the first effect of these expenditures will be to raise the prices of supplies used in war and to put additional money into the hands ... of the total quantity of money multiplied THE MIRAGE OF INFLATION IJJ by its "velocity of circulation" must always be equal tothe value of the total quantity of goods bought Therefore, further...
... Tenth Eleventh Total Production 10 0 10 2.5 10 5 i°7·5 no 11 2.5 11 5 11 7.5 12 0 12 2.5 12 5 Consumers' Capital Goods Goods Produced Produced 80 82 84 86 88 90 92 94 96 98 10 0 20* 20.5 21 21. 5 22 22.5 23 ... that thewayto prosperity is to make food dearer for the city worker When they say that thewayto national wealth is to pay out governmental subsidies, they are in effect saying that thewayto ... that thewayto recovery is to increase wage rates, they have found only George Santayana, The Realm of Truth (19 38), p 16 214 ECONOMICS IN ONE LESSON another way of saying that thewayto recovery...