Wednesday, February 24, 2010

Nordstrom's Customer Service Rulebook

One five by seven index card.

One paragraph.

One rule.

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 your good judgement in all situations. There will be no additional rules.

What about your organization? Do your values so permeate your organization that rules are minimalized?

No comments: