The Nordstrom Way
April 1, 2014
From its founding, each new employee has been given a Nordstrom employee handbook. It consists of these 75 words:
Welcome to Nordstrom
We're glad to have you with our company. Our #1 goal is to have you provide outstanding customer service.
Set both your personal and professional goals high. We have great confidence in your ability to reach them.
Nordstrom Rules: Rule #1: Use best judgment in all situations. There will be no additional rules.
Please feel free to ask your department manager, store manager, or division general manager any question at any time.
Do you trust your employees, from receptionist to GM, enough to say that to them?
Do you believe your air talent has the judgment to say what's best in all situations?
If not, does that say more about you or them?