The Nordstrom Way

"If you don't know the history, you don't know the company." A legacy of service.

"If you don't know the history, you don't know the company." A legacy of service. Nordstrom's culture of exceptional customer service dates back to its founding in 1901. The company started as a small shoe store in Seattle and grew into a leading fashion retailer by consistently prioritizing customer satisfaction. This customer-first mentality has been passed down through four generations of Nordstrom family leadership. Values drive behavior. Nordstrom's core values include: Creating a customer-first service mentality Delivering compelling value Treating people with respect Rewarding hard work and results Choosing to err on the customer's behalf These values shape every aspect of how Nordstrom operates and serves as guideposts for employee behavior. By clearly articulating and reinforcing these principles, Nordstrom has created a distinct culture that sets it apart from competitors.

"We can hire nice people and teach them to sell, but we can't hire salespeople and teach them to be nice." Hire for attitude. Nordstrom looks for employees who are: Naturally nice and service-oriented Self-motivated and entrepreneurial Willing to work hard Comfortable with Nordstrom's commission-based pay structure The company believes these innate qualities are more important than prior retail experience. Nordstrom can teach the technical aspects of the job, but it can't instill the right attitude and work ethic. Empower employees. Nordstrom's famous one-rule employee handbook states: "Use good judgment in all situations." This empowers employees to make decisions and take initiative to serve customers without being constrained by rigid policies. Nordstrom trusts its carefully selected employees to do the right thing, fostering a sense of ownership and entrepreneurship among its workforce.

"Recognition and praise are the best motivators I know." Ongoing support. Nordstrom nurtures its employees through: Mentorship programs pairing new hires with experienced staff Regular feedback and coaching from managers Product knowledge training to build expertise Public recognition. The company frequently recognizes top performers through: Monthly recognition meetings highlighting successes Awards like Customer Service All-Stars and the John W. Nordstrom Award Featuring employee stories in company communications Rewards and incentives. Nordstrom motivates employees with: Commission-based pay structure Contests and sales competitions Profit-sharing and stock purchase plans Opportunities for advancement This multifaceted approach to employee development creates a motivated workforce dedicated to delivering exceptional service.

"If you are part of our team, the number-one thing you have is your integrity, character, and reputation." Trust and autonomy. Nordstrom gives employees significant latitude to make decisions and solve customer problems on the spot. This empowerment allows staff to: Accept returns without question Assist customers across departments Go above and beyond to satisfy customer needs Customer-centric mindset. Employees are encouraged to view every interaction from the customer's…