Premium Essay

Nordstrom

In: Business and Management

Submitted By lalagoko
Words 1635
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INTRODUCTION
Nordstrom is a company with 234 US stores located in 31 states. They first started in 1901 with a company philosophy that has been unchanged in over 100 years: "to offer the customer the best possible service, selection, quality and value." Nordstrom made Fortune magazine's "top 100 best companies to work for", is company 254 out of Fortune 500's annual list, and has over 52,000 employees with a 6% job growth (cnn.com, nordstrom.com). Nordstrom's sales associates operate under commission based earnings that differ from department to department within a single store. For example: handbags sales associates will make 6.75% commission but shoe sales associates will make 9%. The employees are encouraged to maintain and establish long term relationships with customers, complete a week long training to be a sales associate before engaging in any sales (more training in upper management positions), and to problem solve as though you are the owner of this company with the goal of having the customer leave satisfied and return in the near future. This organization is a clear mix of farmer and hunters working efficiently to achieve success.

ANALYSIS

Management:
Authors of The Nordstrom Way, Robert Spector and Patrick D. McCarthy state that managers within Nordstrom follow these principles allowing them to be virtually unmatched in customer service:
"1. Provide Your Customer With Choices
2. Create An Inviting Place for Your Customers
3. Hire Nice, Motivated People
4. Sell The Relationship: Service Your Customers Through The Products And Services You Sell
5. Empower Employees To Take Ownership
6. Dump The Rules: Tear Down Barriers To Customer Service
7. Encourage Internal Competition
8. Commit 100% To Customer Service"

Managers are hired to be a sounding board for sales associates, mediate with a customer as necessary, to maintain inventory flow…...

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