The Seattle area is the customer service capital of the world. Building a business in Seattle means being customer-oriented. Nordstrom set the template for needing customer service. Many large companies like Amazon, Costco, and Starbucks have cited the Nordstrom guidelines for customer service as the baseline for their own customer service set up. Robert Spector explores Nordstrom’s way to customer service in this expert sales interview, hosted by John Golden.
This expert sales interview explores:
- The importance of putting the customer first
- How to create a culture centered around customer service
- An example of exemplary customer service
Taking Care of the Customer:
The Nordstrom proposition is deceivingly simple. The proposition is: take care of the customer. It doesn’t sound so unique, does it? Many companies probably say that they aim to take care of their customer. But all too often, it’s just lip service, or it’s not executed at every level. Nordstrom does things differently. They think about the customer impact at every single level, be it a new marketing tactic, an initiative on the technology side, or training salespeople.
Customer service is part of Nordstrom’s DNA. At its origination, Nordstrom’s was only a shoe store. They started showing positive customer service by allowing returns without questions, stocking a wide variety of different products, and other traits that they have continued today, even 100+ years later, at their many stores all over the country.
What is Quality Customer Service?
Customer service is not just a smiling, friendly salesperson. It’s the person that you want to have a relationship with, someone who will let you know when your favorite designer or favorite label is back in stock, and someone who you will have an ongoing connection with.
John is the Amazon bestselling author of Winning the Battle for Sales: Lessons on Closing Every Deal from the World’s Greatest Military Victories and Social Upheaval: How to Win at Social Selling. A globally acknowledged Sales & Marketing thought leader, speaker, and strategist. He is CSMO at Pipeliner CRM. In his spare time, John is an avid Martial Artist.