Are you WOWing your customers?
When it comes to customer service all the talk recently has been about Zappos. And for good reason. They’ve done an exceptional job delivering on their brand promise, “Deliver Happiness.”
The reality, however, is there have been countless companies delivering customer service at a loyalty level for decades.
One such company is Nordstrom. Their employee handbook, printed on a small gray card, might be THE clue to delivering WOW.
It contained these 75 words:
Welcome to Nordstrom
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 are no additional rules.
Please feel free to ask your department manager, store manager, or division general manager any question at any time.
Is there any coincidence that for decades Nordstrom had the highest sales per square foot in retail? I suggest not.
Want to deliver WOW customer service? Hire WOW people. Then get out of the way and let them WOW your customers.
About the Author: Greg Hartle is co-founder of New Methods. And also founder, co-founder, investor, and/or strategic advisor with over a dozen businesses. Greg also speaks and consults professionally with businesses, non-profits, and other groups on 21st century capitalism, leadership, and integral life strategies. Connect with him on Twitter and Google+
