Nordstrom Rack: It’s about people
Posted by Becky Carroll on August 1, 2007
Nordstorm Rack is the off-price division of Nordstrom. Originally a clearance department, it is now its own division where customers save 50% – 75% on clothing and shoes. Most “clearance-stores” are not a place where a shopper would normally find great customer service. However, Nordstrom’s strong customer culture carries over very clearly to Nordstrom Rack.
For example, the following is an excerpt from a Nordstrom Rack job listing. Notice the customer focus in each position description.
We are currently looking for individuals with a positive and energetic attitude who are interested in Sales, Stock or Customer Service positions.
- Sales people provide great service through positive interactions and product knowledge with each and every customer.
- Customer Service Representatives meet our customers´ expectations with professional, efficient service at the point of sale.
- Stock people support our customers by keeping our fixtures full with merchandise that is accurately ticketed.
It is all about people.
Yesterday, I took my two boys (pre-teen and teen) to the Nordstrom Rack in San Diego. While I was busy shopping for a new pair of shoes (Nordstrom’s original product), my two boys went looking for a tie for a special occasion. When I came over to check on them, one of the store’s employees, Carol, was not only showing my boys some ties, she was giving the boys lessons in how to tie them. She was cheerful, friendly, and very patient, even when they kept getting it wrong. She then went in the back and found a paper which describes the steps in tying a tie “in case you forget how.”
I was surprised and pleased at the interest she took in making sure two young men learned how to tie their ties properly. In the process, she not only made a sale, she made two boys into potentially lifetime Nordstrom customers.