1. Nordstrom By Dan Ouellette Joel Kirk Lien Huynh By Dan Ouellette Joel Kirk Lien Huynh

2. Lessons From Nordstrom 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 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

3. Principle # 1: Provide Customer with Choices  Customer Service  Stocking right item, in right sizes, in right color, at the right price, at right time  Shoes  Apparels  Cosmetic  Customer Service  Stocking right item, in right sizes, in right color, at the right price, at right time  Shoes  Apparels  Cosmetic

4. Principle #2: Creating an inviting place for your customer  Make shopping experience easy and convenient  Aisles provide ample rooms for customers to browse, give customers freedom to circle the store and plunge into the center of each individual department  Aisles around escalator wide enough to avoid traffic jam  Wide waiting areas around elevators to make it accessible for wheelchairs and strollers  Dressing rooms, fitting rooms, and customer lounge are furnished with chairs/and or sofas  Make shopping experience easy and convenient  Aisles provide ample rooms for customers to browse, give customers freedom to circle the store and plunge into the center of each individual department  Aisles around escalator wide enough to avoid traffic jam  Wide waiting areas around elevators to make it accessible for wheelchairs and strollers  Dressing rooms, fitting rooms, and customer lounge are furnished with chairs/and or sofas

5. Principle #3: Hired nice, motivated people  “ Hire the smile and train the skill”  people who are nice are most likely to be chosen over people who have previous retail experience  Give people on the sales floor the freedom to make decisions-and management supports them in those decisions as long as they are legal.  High expectations of employees  Only the fittest survive  Commission paid based on performance  Selling techniques are sale people’s choice  “ Hire the smile and train the skill”  people who are nice are most likely to be chosen over people who have previous retail experience  Give people on the sales floor the freedom to make decisions-and management supports them in those decisions as long as they are legal.  High expectations of employees  Only the fittest survive  Commission paid based on performance  Selling techniques are sale people’s choice

6. Principle #4: Sell the relationship  Service your customer through the products and services you sell

7. Principle # 5, 6,7  5. Empower employees to take ownership  6. Dump the Rules  Tear down barriers to customer service  7. Encourage internal competition  5. Empower employees to take ownership  6. Dump the Rules  Tear down barriers to customer service  7. Encourage internal competition

8. Principle #8: Committed to 100% customer service  Heroic stories  Tom’s Peter story  The burgundy story  Heroic stories  Tom’s Peter story  The burgundy story

9. Source  http://www.ecustomerservice world.com/earticlesstore_arti cles.asp?type=article&id=108 http://www.ecustomerservice world.com/earticlesstore_arti cles.asp?type=article&id=108  Random Google Image Searches  http://www.ecustomerservice world.com/earticlesstore_arti cles.asp?type=article&id=108 http://www.ecustomerservice world.com/earticlesstore_arti cles.asp?type=article&id=108  Random Google Image Searches