I love reading about how other organisations look after their customers…

I’m not sure if you’ve heard of Nordstrom?

Back in the 90’s they were famed as having the best customer service in America.

This book, written by Robert Spector (a freelance writer) in 1995, includes in depth interviews with the Nordstrom family, their employees, and customers.

The business started way back in 1901 when John Nordstrom became partner in a Seattle shoe store, with opening day sales of just $12.50.

By the time this book was written sales had increased to $4 billion, and today they have 380 stores with sales around $15 billion.

How did they manage this stellar growth?

A few things really, not just their amazing customer service.

Obviously, the fantastic customer service underpins everything, but along-side this their relentless obsession with sales drives the growth.

In Nordstrom salespeople are the most important people in the business.

As a salesperson, if you fully commit to the Nordstrom way you could make a 6-figure annual salary, even in the 90’s. But if you don’t commit, you’re let go quickly.

2 other things stand out for me.

The organisation is passed through the generations, even today it’s Nordstrom’s who control it. Which makes sure standards of the past are transported to the future.

Finally, I’d say their store strategy has been vitally important.

Rather than buying similar organisations and integrating them, they build their own stores, train their own people, and promote from within.

They believe it’s just too difficult to change the existing DNA in people they may inherit.

‘The Nordstrom Way’ gets a 👍 & ⭐⭐⭐⭐⭐

If you’ve got any questions about the book, connect & message me on LinkedIn or drop me an email to darren@mytotalofficesolutions.com

You can watch all our business book reviews at https://mytotalofficesolutions.co.uk/business-book-reviews/

…thank you for watching and we’ll see you again next week!