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Saturday, October 30, 2010

One Rule from the Nordstrom's Employee Handbook

Nordstrom's Employee Handbook

"For years, Nordstrom’s Employee Handbook was a single 5×8” gray card containing these 75 words:
Welcome to Nordstrom
We’re glad to have you with our Company. 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 Rules: Rule #1: Use best judgment in all situations. There will be no additional rules.
Please feel free to ask your department manager, store manager, or division general manager any question at any time.
During this time, Nordstrom had the highest sales per square foot performance in the retail industry"
Does your company have a "Rule #1 for its employees?  

When you review your employee's performance does their employee appraisal include a review of his or her customer service strengths and weaknesses?  Regular formal appraisals (quarterly, or better yet monthly) will help your employees improve their skills.

Do you provide your employees with regular training to ensure they are providing the highest level of customer service?

Does your company survey its customers to find out their level of satisfaction?  

Are your customer survey results used as part of the employee's appraisal process?

Remember, you can't manage what you don't measure, and you probably aren't providing excellent customer service if you aren't surveying your customers and providing continuous customer service training to your employees.

1 comment:

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