Ask any shopaholic and they will tell you Nordstrom's in the mecca for designer clothing. For this fashionista, it is not just the merchandise and the top labels that draw me in. The whole scene gets my going; the smell of Chanel when you enter the store, the white, glass and metal opulence of the decor, and the sheik sales associates all decked out to the nines. One automatically feels richer, more fashion forward and worthy of all the attention, regardless of the bank account.
Interestingly enough, on http://shop.nortstrom.com finding a mission statement for the company is like looking for a needle in a haystack. But those “to die for” Gucci metallic gold pumps are right there, center stage. (Check out the photo, just the way they are casually lying provides the vibe that they belong in your closet.) Digging deeper there is a company history dating back to 1887 about a Swedish immigrant who after striking gold in the Yukon, invested in a small shoe store, the incubator of the great Nordstrom chain of today. “Tack Sa mycket Johan Nordstrom".
According to the corporate website, the company's philosophy hasn’t changed since 1901. “offer the customer the best possible service, selection, quality and value.” Amazing enough this holds true – Nordstrom has the best designers, best variety, best sales, best customer service and best ambience. I can just sit on the couch all day and try on Louboutin shoes one after another and never crack the sale’s person willingness to help – even when it seems obvious to me that I am not going to spend a dime.
CCN.com says that Nordstrom is ranked 74 out of the 100 best companies to work for. Searching for “Mission Statement” on the corporate site resulted in an “employee mission statement, a diversity mission statement and a diversity vender statement”. Clearly Nordstrom is about the employee; it is all about the sales force, the experience and the value. What seems clear and according to CNN, it the ability for the company to “use good judgment in all situations” for the last 110 years. The company seems to breed the culture of every one is worthy of the experience, maybe I will not be buying Louboutin shoes today but if I ever was, I would be going to Nordstrom’s, no doubt.
Back to the service, selection, quality and value previously referenced, at Nordstrom.com’s customer service page the menu is as accommodating as its sales people. I can’t tell a lie; I did order a pair of $750 Prada boots a couple of weeks ago – to die for!!! I knew I couldn’t keep them but for little to no inconvenience and no cost, I could wear them around in my carpeted room for a whole night, pretending I am Carrie getting ready to go out with Big, without the slightest inconvenience or even gilt. It’s like Nordstrom’s is playing the odds, let everyone experience the look and feel of Park Avenue and hopefully a select few will actually buy. And certainly those who can, well, why would they go anywhere else?
Nordstrom’s doesn’t stop there. One can earn Nordstrom Notes, fashion awards, buy on-line and pick up in a store and the company will even search for you, acquire and have it all wrapped up with a big Nordstrom bow just about anything you want, even if they don’t carry it. Wonder what would happen if I ordered a buffalo, not sure what the return policy would be, but it wouldn’t surprise me if one came along with a preprinted return label just if I change my mind and want to return it for a full refund. Wish Toys” r” Us had that feature when my daughter wanted a “talking Elmo”; we stood in line for days on that one.
Below I found the original Employee handbook on Wikopedia.com which is still the foundation of the employee handbook today. Every employee is required to carry this simple philosophy in their pockets – next time I am in the shoe salon, trying on those outrageous gold Gucci pumps, I will pick that sale’s person pocket to see for myself. Actually since they are so nice to me, I’ll just ask.
We're glad to have you with our Company. Our number one goal is to provide outstanding customer service. Set both your personal and professional goals high. We have great confidence in your ability to achieve 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.
