By Tamara Hackett
I found "The
Nordstrom Way" several years ago when I worked at a car dealership with
horrid customer service issues. The Nordstrom retail stores are world famous
for providing outstanding customer service in every aspect of their business
and maintaining a business model that is client focused and it shows. If you
have ever shopped at a Nordstrom, you know of this legendary customer service. "The
Nordstrom Way" was written by Robert Spector, an international speaker on
Nordstrom's principles of customer service and Patrick McCarthy, a thirty year
Nordstrom employee that became one of the company's top performing salespeople.
This book combines
inspirational biographical material with common sense management tools that can
benefit every company, big and small. The authors know that establishing a
culture of excellence in customer service is no small feat and to ease business
owners and managers into this mindset, there are very simple, easy to complete
exercises at the end of every chapter. As you read through the book and
complete the exercises, you begin to realize that the shift starts with
internal customer service. At Nordstrom, each employee is given empowerment and
the ability to use their best judgment in all customer interactions. This
management style facilitates a culture of entrepreneurship, teamwork and
overall consensus. In time you will notice that your employees treat your
business like they own the place. Imagine that much passion in one
establishment!
I would like to
encourage you to pick up a copy of "The Nordstrom Way" and see if the
help you hired can be taught customer service excellence. Also, I know that
book reviews are supposed to contain critiques, but due to the relevance of
material, I can't find a single negative in this one. Check out her website:
[http://www.desertdivassistant.com] for more details.
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