Customer Reviews

The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization

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

 

 

I was very excited to read this book after enjoying Spector's book on Amazon.com. The author did not disapoint and I enjoyed this book much more than his last!

The best part of the book are the examples used. In addition to Nordstrom, he has also incorporated examples from another large company, and a few small and midsize companies as well. No matter what industry you are in, or the size of your firm...you will get value out of this book.

It's a fast read and would be great to share with co-workers and/or employee's.

I'm a former Nordstrom employee. There are a few things wrong right off the bat with the book: the employee manual is not just one page anymore. Second, the book only examines the pros of Nordstrom. There are a few notations of "competition" but Spector and McCarthy do not examine the reality of cut throat competition on the sales floor. Depending on the management of the store, it can be either harnessed or turned negative. Some of the team examples no longer exist (like nominating employees for recognition). Too much is left to independent departmen managers: and many lack formal training. A good manager may or may not be a good sales person but that is how Nordstrom promotes. I do agree that customer service (be it the sales staff, the buyers, or actual cutomers) is critical in any role but there is little examination of the culture of Nordstrom that can make it a good learning experience but not a good career trajectory.

Spector and McCarthy seem a bit reluctant to take of some of the shine of the silver bagged company: it's too bad. There is a lot of good information for early career types or sales managers but there is a lot of Kool Aid. And don't believe all the heroic tales in the book: it's a problem for Nordstrom employees. They are 100% commissioned and expected to do some of these crazy stunts which is time off the floor and thus out of his/her pocket. Read for the frame work; ignore the mythology.

I loved reading the Nordstrom Way series. I did however, make the mistake of reading the older one first and the newer one had a lot of the same information in it. I work at a store that is a Powerhouse in the world, so I don't necessarily have a lot of control over making changes to the company. I did however, find that there are things in this book I could implement on a store/local level. This book gave me amazing inspiration in the field of Customer service. I recommend it to anyone who is looking to improve themselves in that area.

The Nordstrom Way is sort of like two books in one. The first, a business biography, would merit 4 stars; five if expounded upon. The second, however -- and the real intent of this book -- a customer service "how to," is a bit lacking. The reason: Nordstrom's customer service is so over the top that most businesses in most industries would go bankrupt putting its principles into practice. Nordstrom department stores have thrived by servicing a niche market of customers who are willing to pay a premium for truly outstanding service. But that niche is small, and the principles are just inapplicable to most retailers, let alone other business models.

Nordstrom is considered a visionary company by James C. Collins and Jerry I. Porras (in Built to Last). This book explains what Nordstrom does in order to achieve such a rank.
The book is full of stories on what the company does to foster customer service, what managers do and what sales representatives do. The stories are called "heroics" and you will find lots of them throughout the book.
The Nordstrom culture is very similar to Disney's, so no wonder both are considered visionary by the authors of Built to Last.
Nice reading and inspirational. Go for it!

we purchased this book for everyone in our office - in hopes that each person would gain one tidbit of information to better serve our customers. it sparked a great conversation and opened up several areas that we could improve on. it helped our staff feel like a part of the decision making process because it wasn't us...the owners.... telling them that there was a need for improvement.
plus - i keep hearing the staff discuss the book - so i think it was a great activity for everyone to read.

Every business or organization that claims to have (or value) good customer service should implement a customer service class based on the 'Nordstrom Way'.
I became a customer after visiting their Seattle store and became converted. Truly wonderful, personal, personable customer service.

Other stores and businesses could benefit as well: cell phone service providers, 'home' hardware stores, 'copy' shops, etc.

In the past few years, it seems that the crush of a crowded market place has produced a culture of mental malaise in these organizations.

Here's an example of a real conversation that I had at a mall sports (athletic shoe store):

When I walked up, the salesperson had her cell phone in hand and only looked up at me at the end of our 'conversation'.
"Do you have these shoes in a 10.5?"
"I don't think so...(distractedly)...I'm not sure."
"Could you check?" "I'll buy them if you have them in my size."
"I'm pretty sure we're out of 'em."
"Could you check?"
"We're out of them."
"Maybe I should ask a manager to check?"
"Hold up...(checking a text message)...I'll check."
After five minutes, she returned with the shoes, in my size-which I purchased.
I haven't been back since.

Insist on good service! You're paying for it!