About this title: Praise for The Nordstrom Way "Outstanding customer service and Nordstrom's are synonymous. The innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for." -- David D. Glass President and Chief Executive Officer Wal--Mart Stores, Inc. "Nordstrom is a national model ...
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Note: This is a general synopsis. Each listing is described below.
Binding: Hardcover
Publisher: Wiley
Date Published: 1995
ISBN-13:9780471584964ISBN:0471584967
Description: Good in Good jacket. 178-Y-Add. Ex Library. Books rated "Good" may have some notes, underlining, or highlighting. These books also may contain the previous owner's name, stamp, sticker, or gift inscription, or may be library discards. read more
Description: Good. Dust Cover Missing. Light shelf wear and minimal interior marks. Millions of satisfied customers and climbing. Thriftbooks is the name you can trust, guaranteed. Spend Less. Read More. read more
Description: Good. Purchasing this item supports Pierce County libraries. Thriftbooks and PCL have partnered to help raise additional funds for the library system. Ex-Library book-will contain library markings. Book has appearance of light use with no easily noticeable wear. Millions of satisfied customers and climbing. Thriftbooks is the name you can trust, guaranteed. Spend Less. Read More. read more
Description: Very good. Book has appearance of light use with no easily noticeable wear. Millions of satisfied customers and climbing. Thriftbooks is the name you can trust, guaranteed. Spend Less. Read More. read more
Description: Good. Light shelf wear and minimal interior marks. Millions of satisfied customers and climbing. Thriftbooks is the name you can trust, guaranteed. Spend Less. Read More. read more
Description: Good. Shows some signs of wear, and may have some markings on the inside. Shipped to over one million happy customers. Your purchase benefits world literacy! read more
Description: Acceptable. Book shows wear to cover edges and spine. Spine has creases. Corners bent/rounded. Cover may have folds or creases. Otherwise in good reading condition. Small whole in front cover. read more
Edition: Illustrated.
Binding: Hardcover
Publisher: John Wiley & Sons
Date Published: 1995
ISBN-13:9780471584964ISBN:0471584967
Description: Very good in very good dust jacket. Sewn binding. Cloth over boards. 244 p. Contains: Illustrations. Audience: General/trade. acceptable copy-- read more
Binding: Paperback
Publisher: Wiley
Date Published: 1996-09
ISBN-13:9780471161608ISBN:0471161608
Description: Good. There is a small gouge in the front cover. Pretty good shape, some wear. Creases may be present on spine, and maybe some dog-eared pages. Bumps and scuffs are evident on corners and edges of cover. read more
Binding: Paperback
Publisher: Wiley
Date Published: 1996-09
ISBN-13:9780471161608ISBN:0471161608
Description: Like New. Very Nice! Very Nice Condition. Tight Binding, clean pages. Some shelf and mild cover and edge wear. Thank you for your purchase, which helps the inner city youth. Satisfaction Guaranteed or Your Money Back! Thousands of satisfied customers. Selling books for 20 years. read more
Description: Good. Former Library book. Shows some signs of wear, and may have some markings on the inside. Shipped to over one million happy customers. Your purchase benefits world literacy! read more
Description: Acceptable. Former Library book. Shows definite wear, and perhaps considerable marking on inside. Shipped to over one million happy customers. Your purchase benefits world literacy! read more
Description: Good. 1995-Hardcover----Used-Good-Hall Street Books proudly ships from Brooklyn, NY. All orders are processed and shipped within 24 hours, M-F. 100% money back No-Worry guarantee with expedited delivery and delivery confirmation available. read more
Description: Good. Shows some signs of wear, and may have some markings on the inside. Shipped to over one million happy customers. Your purchase benefits world literacy! read more
Description: Very Good. Great condition for a used book! Minimal wear. Shipped to over one million happy customers. Your purchase benefits world literacy! read more
Description: Fine New in Fine jacket. HARDCOVER, Fine/Fine, Wiley, 1995, 0.89 in. H x 8.86 in. L x 5.54 in. W, 16.8 oz. This copy has no signs of use, is in Excellent Condition Overall. read more
"I picked this up because, if you're a guy living on the West Coast, sooner or later your lady friends are going to mention Nordstrom. Growing up back east, I had never heard of this clothing and shoe retailer, but most ladies out here love them.
If even half the stories in the first five chapters of this book are true, then it's easy to see why. As a former manager, I think everybody working today needs to take on the attitude that, no matter what specifically you may do for a living, you are in the service business. This idea seems to be at the core of Nordstrom's philosophy. There are many, many superb stories of above-and-beyond customer service that I found very motivating to read.
I alos enjoyed reading about the history of the company through the first sixty years or so. Nordstrom was founded as a Seattle shoe retailer by a Swedish immigrant who later turned over the business to his sons. The sons are the ones who expanded into apparel and expanded outside the Northwest into California and then across the U. S. It would appear that, given the stories in this book and the high regard which many of my personal acquaintances out here hold for this chain of stores, the Nordstrom family has been very successful in institutionalizing their philosophy of dedicated customer service across their organization. That's pretty hard to do, as most of us who work and who shop would likely agree.
So, for some motivational and inspirational stories about great customer service, I highly recommend the FIRST FIVE chapters of this book.
However....
I really don't recommend the last three chapters of this book. Chapter Six reads like a very one-sided company-written news article about Nordstrom's battle with unions in the Washington State stores. This is where the authors of the book, who purport in the introduction to be writing am independent look at the company, tip their hand. One of the co-authors is one of the top salespeople at Nordstrom. the introduction primarily consists of the story of his career, told in the third person voice. The other author is a freelancer who writes a lot for Women's Wear Daily.
Chapter Six, one of the longest in the book, just doesn't feel right. For one thing, the message in the first five chapters is very inspirational and motivating, then in Chapter Six becomes negative towards the union AND towards pretty much every institution that didn't support Nordstrom wholeheartedly in that conflict, including the mainstream Seattle newspapers. Since this is a typical business book and there are no footnotes and not much sourcing, you know you're getting only one side of the story. I think the union story should be included in this book, but to feature it so prominently made me feel like the entire point of this book was the Nordstrom Company's trying to get the last word in about an incident that still rankled the company leadership at the time of publication. It seems like sour grapes, because even though Nordstrom was forced to concede some valid points that the union made about how their sales associctes were compensated (and then had to pay their employees about $5 million total in back wages), Nordstrom won in the long run when the employees decertified the union in those stores.
So, if you own or manage a company that's gearing up for a fight with a union (or, conversely, a union leader gearing up for a battle with management), Chapter Six would prove instructive, as both sides used some fairly interesting tactics to gain public support. For everybody else, I recommend you skip or skim it.
Chapter Seven is in the same vein as the first five chapters, but I didn't feel like there was any new material in it. Chapter Eight describes the challenges the company faces in the future, but that feels outdated because the book was published in 1995.
Bottom line: worth your time to check out if you're in business, especially retail, as there some good philosophical ideas and some great examples. The first five chapters are great, then the book becomes less interesting. Skim the last three chapters."
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