And the same service principles apply, whatever the industry. In this era of benchmarking, it's useful to look at the way those principles are applied by an acknowledged customer service star, Seattle-based retailer Nordstrom. A service mentality is a prime requirement for Nordstrom employees. Retail experience is not always necessary. We want them to listen, truly listen, to what the customer asks, then do whatever they need to do.
New hires receive extensive training in the store's product lines.
Each salesperson also receives a Personal Book in which to record customers' names and addresses, and information such as dates that customers want to be reminded of, or the names of favorite vendors so the customer can be notified when a shipment arrives. What employees don't get is a lot of rules and regulations. If you give them a bunch of rules, they'll follow those rules exactly and not go above and beyond. It' s more important for them to be empowered to act in the best interests of the customer. We encourage them to use their best judgment.