John Nordstrom
John Nordstrom
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US $.99
The Customer Is Always Right. Even When They Are Positively Wrong
A man walked into the Fairbanks, Alaska, Nordstrom department store with two snow tires. He walked up to the counter, put the tires down and asked for his money back. The clerk, who'd been working there for two weeks, saw the price on the side of the tires, reached into the cash register and handed the man $145.
The customer wanted to return the tires. It did not matter that Nordstrom's did not sell tires and never sold tires. They sell upscale clothing.
The clerk accepted the return because that is what the customer wanted.
The validity of this story has been argued for years. It is true that Nordstrom's has become synonymous with great customer service, like no other
chain retail business has, with the "tire refund" story helping boost that image. Nordstrom's customers receive the greatest customer service.
They receive thank you cards. All requests are handled with fast service from a knowledgeable sales staff. Hand deliveries are made to the customer's homes. Nordstrom's goes out of their way to help customers find items they do not sell. Returns of Nordstrom's products do not have to be accompanied by a sales invoice or a Nordstrom's price tag.
So back to the "returned tire" story. Did the event happen? John Nordstrom claims he was there and that the legendary refund took place in a converted tire store the Northern Commercial Company had sold to Nordstrom's.
Northern Commercial Company operated department stores, auto dealerships and tire centers in Alaska. In 1974 Nordstrom's purchased three of their properties, in Anchorage, Fairbanks and Kenai.
The customer in question had purchased the tires from Northern Commercial Company right before Nordstrom's took over the property and converted it into a clothing store. The customer took the tires back to the location where he made the purchase, and presented them to the clerk for refund. The store policy was to take care of the customer. Do what the customer wanted.
I do not know if any of this is true. My source is Snopes and you can check with the references below that have reported the story.
But I do know for a fact that the week after a Wal-Mart store opened across the street from my retail businesses one of my customers came in and told us that he had just returned a Wet Vac, vacuum cleaner that no longer worked, to the new Wal-Mart store.
He had purchased it 3 years earlier from a local merchant and was given his money back at the present Wal-Mart selling price. No receipt needed, no hassle. I know he became a lifetime Wal-Mart customer because of their liberal return policy. And I knew instantly that Wall Mart had a fantastic customer service strategy that would hurt the business of every independent merchant in competition with Wal-Mart if the independents did not rethink their customer service policies and become much more aggressive in doing what the customer wants.
Nordstrom's and Wal-Mart know that it is not the price, it is the customer service that gains and retains loyal profitable customers.
Sources:
Abramson, Pamela. "Nordstrom's High Style." Newsweek. 5 January 1987 (p. 43)
Diamond, S.J. "Not All Stores Will Cheerfully Give Refunds." Los Angeles Times. 15 Dec. 1986 (p. D1)
Gonzalez, Christine. "Nordstrom Has a New Attitude." Minneapolis Star Tribune. 3 Sept. 1998 (p.D1)
Hamilton, Joan & Amy Dunkin. "Why Rivals Are Quaking As Nordstrom Heads East." 15 July 1987 (p. 99)
Kossen, Bill. "Success Came a Step at a Time for Nordstrom." Seattle Times. 29 May 2001 (p. A1)
About the Author
Bob Janet uses 40 plus years of face-to-face selling and marketing experiences, combined with his unique fun-entertaining presentation audience involved style to help sellers gain and retain their most profitable customers. See all Bob's sales growth programs at http://www.BobJanet.com
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Nordstrom $66.91 High Quality Content by WIKIPEDIA articles Nordstrom, Inc. (NYSE: JWN) is an upscale bridge department store chain in the United States, founded by John W. Nordstrom. Initially a shoe retailer, the company today also sells clothing, accessories, handbags, jewelry, cosmetics, fragrances, and in some locations, home furnishings. The corporate headquarters and the flagship store are located in Downtown Seattle, Washington. In 1887 at the age of 16, like many other Swedish immigrants in the late nineteenth century, John W. Nordstrom emigrated to the United States in hopes of founding a department store. Author: Surhone, Lambert M./ Timpledon, Miriam T./ Marseken, Susan F. Binding Type: Paperback Number of Pages: 80 Publication Date: 2010/05/19 Language: English Dimensions: 5.98 x 9.01 x 0.19 inches |
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The Nordstrom Way to Customer Service Excellence $19.95 The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example. — Howard Schultz , Chairman, Starbucks Coffee Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortune's "best companies to work for" and "most admired" list every year the surveys have been taken. Despite its position in the hard-hit retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. The Nordstrom Way to Customer Service, Second Edition explains what every business can learn from the world's most famous customer-service-driven company. New material in this revised edition includes: "How To Become The Nordstrom Of Your Industry" Tools for creating a customer-driven culture Chapters on Nordstrom's online customer service and the innovative social commerce features of its website Breakthroughs on Nordstrom's multi-channel approach to customer service Nordstrom follows a set of principles that has made it a leader in its industry. Discover what endears Nordstrom to its customers, and learn how to apply those same standards to your company. |
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Dagmar Nordstrom by Naoum, Jordan [Paperback] $79.66 Please note that the content of this book primarily consists of articles available from Wikipedia or other free sources online. Dagmar Nordstrom (December 12, 1903 April 9, 1976) was an American composer, pianist and singer. She performed together with her sister Siggie as a cabaret singing duo known as The Nordstrom Sisters. Dagmar Nordstrom was born in Chicago, the second daughter of Anna and Alexander Nordstrom. The family were of Swedish and Norwegian extraction. Dagmar was married briefly to a society playboy, but lived most of her life with her older sister after the death of Siggies husband, Samuel Ferebee Williams, in 1931 During the 1920s she cut piano rolls for Steinway and DuoArt. These included: I Still Love You (by Milton Ager), If You Dont Love Me (by YellenAger), Happy Days and Lonely Nights, Sweet Dreams (Ager), Are You Happy? (Ager), Blue River, Glad Rag Doll (by YellenAgerDougherty), Thats the Good Old Sunny South. Author: Naoum, Jordan Binding Type: Paperback Number of Pages: 96 Publication Date: 2011/06/06 Language: English Dimensions: 9.02 x 5.98 x 0.23 inches |
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Culture and Customs of Sweden By Nordstrom, Byron J. $79.57 Author: Nordstrom, Byron J. Series Title: Culture and Customs of Europe Publication Date: 2010/07/01 Number of Pages: 200 Binding Type: Hardcover Language: English Depth: 0.75 Width: 6.25 Height: 9.25 |
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The Nordstrom Way to Customer Service Excellence (Paperback) $27.36 Customer service best practices from the company that sets the standardVirtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortune`s "best companies to work for" and "most admired" list every year the surveys have been taken. Despite its position in the hard-hit luxury retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. The Nordstrom Way to Customer Service, Second Edition explains what every business can learn from the world`s most famous customer-service-driven company. New material in this revised edition includes:A section on: "How To Become The Nordstrom Of Your Industry"Chapters on Nordstrom`s online customer service and the innovative social commerce features of its websiteBreakthroughs on Nordstrom`s multi-channel approach to customer serviceIncludes extensive new interviews with current top management and top sales peopleNordstrom followed a set of principles that led it to become a leader in its industry. Discover what endeared Nordstrom to its customers, and learn how to apply those same standards to your own company. |
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The Nordstrom Way to Customer Service Excellence By Spector, Robert/ McCarthy, Patrick D. $24.4 Customer service best practices from the company that sets the standard. Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortunes best companies to work for and most admired list every year the surveys have been taken. Despite its position in the hardhit luxury retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. The Nordstrom Way to Customer Service, Second Edition explains what every business can learn from the worlds most famous customerservicedriven company. New material in this revised edition includes: A section on: How To Become The Nordstrom Of Your Industry Chapters on Nordstroms online customer service and the innovative social commerce features of its website Breakthroughs on Nordstroms multichannel approach to customer service Includes extensive new interviews with current top management and top sales people Nordstrom followed a set of principles that led it to become a leader in its industry. Discover what endeared Nordstrom to its customers, and learn how to apply those same standards to your own company Author: Spector, Robert/ McCarthy, Patrick Subtitle: The Handbook for Becoming the Nordstrom of Your Industry Publication Date: 2012/03/27 Number of Pages: 224 Binding Type: Paperback Language: English Depth: 0.75 Width: 6.50 Height: 9.50 |
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Future Mrs. Nordstrom Wedding Hooded Sweatshirt by CafePress $45 Future Mrs. Nordstrom bridal t shirts, sweatshirts, tees and gifts.... Wedding Hooded Sweatshirt Tee, TShirt, Shirt The hoodie: the perfect utilitarian piece of clothing. Leave your hat and scarf at home Stay warm and comfy in your Pullover Hooded Sweatshirt. This hoodie is constructed with a cotton/polyester blend - both durable and comfortable.Heavyweight 90 |
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Transition Metals By Halka, Monica, Ph.d./ Nordstrom, Brian $63.73 Describes the discovery, uses, dangers, and physical characteristics of transition metals, and discusses how they relate to other elements in the periodic table. Author: Halka, Monica, Ph.d./ Nordstrom, Brian Series Title: Periodic Table of the Elements Publication Date: 2010/11/01 Number of Pages: 190 Binding Type: Hardcover Language: English Depth: 0.75 Width: 7.50 Height: 9.50 |
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Nonmetals By Halka, Monica, Ph.d./ Nordstrom, Brian $63.73 Describes the discovery, uses, dangers, and physical characteristics of nonmetals, and discusses how they relate to other elements in the periodic table. Author: Halka, Monica, Ph.d./ Nordstrom, Brian Series Title: Periodic Table of the Elements Publication Date: 2010/06/01 Number of Pages: 187 Binding Type: Hardcover Language: English Depth: 0.75 Width: 7.75 Height: 9.50 |
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Dear Genius : The Letters of Ursula Nordstrom $16.82 No Synopsis Available |
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Lanthanides and Actinides By Halka, Monica, Ph.d./ Nordstrom, Brian (EDT) $63.73 Covers the current scientific understanding of the lanthanide and actinide groups of chemical elements, including how they are synthesized, where they are found, and how humans use and manipulate them. Author: Halka, Monica, Ph.d./ Nordstrom, Brian Series Title: Periodic Table of the Elements Publication Date: 2011/01/01 Number of Pages: 190 Binding Type: Hardcover Language: English Depth: 0.75 Width: 7.75 Height: 9.50 |
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Halogens and Noble Gases By Halka, Monica, Ph.d./ Nordstrom, Brian $63.73 Presents the current scientific understanding of the physics, chemistry, biology, and geology of the halogen and noble gases, including how they are synthesized, when they were discovered, and where they are found on Earth. Author: Halka, Monica, Ph.d./ Nordstrom, Brian Series Title: Periodic Table of the Elements Publication Date: 2010/07/01 Number of Pages: 157 Binding Type: Hardcover Language: English Depth: 0.50 Width: 7.00 Height: 9.75 |
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Metals and Metalloids By Halka, Monica, Ph.d./ Nordstrom, Brian (EDT) $63.73 Describes the discovery, uses, dangers, and physical characteristics of metals and metalloids, and discusses how they relate to other elements in the periodic table. Author: Halka, Monica, Ph.d./ Nordstrom, Brian (EDT) Series Title: Periodic Table of the Elements Publication Date: 2010/10/01 Number of Pages: 158 Binding Type: Hardcover Language: English Depth: 0.50 Width: 8.00 Height: 9.75 |
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Alkali AlkalineEarth Metals By Halka, Monica, Ph.d./ Nordstrom, Brian $63.73 Describes the discovery, uses, dangers, and physical characteristics of alkalies and alkaline earth metals, and discusses how they relate to other elements in the periodic table. Author: Halka, Monica, Ph.d./ Nordstrom, Brian Series Title: Periodic Table of the Elements Publication Date: 2010/06/01 Number of Pages: 172 Binding Type: Hardcover Language: English Depth: 0.75 Width: 7.75 Height: 9.50 |
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Between Destinations By Nordstrom, Alison/ Gaudiani, Candace Plummer (PHT)/ Reed, Jane Levy $48.75 Author: Gaudiani, Candace Plummer (PHT)/ Nordstrom, Alison D./ Reed, Jane L. Publication Date: 2012/05/22 Binding Type: Hardcover Language: English Depth: 0.75 Width: 10.00 Height: 12.25 |
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Paris Changing By Rauschenberg, Christopher/ Bernier, Rosamond (CON)/ Nordstrom, Alison (CON)/ Worswick, Clark (CON) $41.08 Author: Rauschenberg, Christopher/ Bernier, Rosamond (CON)/ Nordstrom, Alison (CON)/ Worswick, Clark (CON) Subtitle: Revisiting Eugene Atgets Paris Publication Date: 2007/10/04 Number of Pages: 192 Binding Type: Hardcover Language: English Depth: 0.75 Width: 9.00 Height: 11.25 |
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Nordstrom: String Quartet No 3, Developments, Etc $14.99 Classico:287 |
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John $10 John - Cutie |