1: Among the paperwork new Nordstrom associates receive on their first day of work is a single notecard entitled “Employee Handbook.”

“Our One Rule: Use good judgment in all situations.”

That’s it.  That’s the handbook.  

“This simple, straightforward directive is the foundation upon which The Nordstrom Way is built because it removes the roadblocks to taking care of the customer,” write Robert Spector and breAnne Reeves in their book, The Nordstrom … continue reading

1: Imagine standing at a customer service counter.  We have expectations.  A good product.  A fair price.  If there’s an issue, it will be taken care of quickly.  

“Simple stuff, right?” write Robert Spector and breAnne Reeves in The Nordstrom Way.

“But a funny thing happens to people when they move to the other side of the customer service counter (or the front desk or the reception area or the phone or Internet) … continue reading