Customer Reviews

Lessons from the Nordstrom Way: How Companies are Emulating the #1 Customer Service Company

5 star:		(2)
4 star:		(0)
3 star:		(0)
2 star:		(0)
1 star:		(1)

 

 

To the person who said they should have written about other businesses as well, I ask "have you been in Nordstrom's lately?" I never get service anywhere else like I do here. This book illustrates many fine examples of that but shopping at Nordstrom illustrates even more. They altered my clothes for free, helped me carry my packages to my car, had 1 item that were out of stock on shipped to me and even found 3 pairs of shoes for my friend who has 2 different size feet. They took back a blouse my friend bought over a year ago because it shrunk when she washed it. I don't know any other store that goes out of their way as much as Nordstom (and I've been in quite a few stores). My aunt was sick once and called them to say she couldn't pick up her alterations and the salesperson dropped it off at her house that night! I even got a thank you note from my salesperson, even though I only spent $40. People can learn alot from the Nordstrom way.

If you provide customer service (and who doesn't?) you must read this book (and the others about Nordstrom's service philosophy). "Nordies" is famed for its can-do customer service philosophy (basically, a combination of "the customer is always right" and "just do it") and this book tells how other companies have taken those precepts and created their own customer service culture. You can do it too--and must if you are to survive.

Whew! I have never given a one-star rating before. This book was hastily bundled together for all the wrong reasons. Yes, there are plenty of anecdotes and stories about customer service. Yes, there is a lot of common sense listed at the end of each chapter. Unfortunately, no real beef is offered on the plate.

The chapters are repetitive and disheveled. I have never read a book about Nordstroms, and now, I am not impressed about Nordstroms! At $10/hour, the low-wage salesman has to produce executive results or get fired.

Several of the examples given by the author, such as Gordon Bethune at Continental Airlines, does not adequately cover excellent customer service. By his own admission, Bethune discriminates between the levels of his frequent flyers. OOPS!

For the 5-star rating, I am extremely impressed by Concepts Worldwide, Mike's Carwashes, and especially W Hotels. They ARE the models to follow. Once again, the coverage does not accurately reflect the title and theme of the book.

Another problem with this book is that pages 179-194 are missing! And that is why this book only deserves 1-star.