Robert Spector And Nordstrom Leadership Style

792 Words 4 Pages
You may be the leader in your industry, already well known for delivering top customer service. You may be experiencing the meaning of the truism, "It 's lonely at the top." When your company looks around for a role model, for inspiration to go even further, to whom can it turn? One solution is to look to the leaders of other industries, to analyze their philosophy and assay what it is that has made them successful.

One such industry leader is Nordstrom, the company that grown from one downtown Seattle shoe store into a nationwide fashion specialty chain with renowned services, generous size ranges, and an outstanding selection of apparel, shoes, and accessories for the entire family.

According to its website, the company 's philosophy has
…show more content…
McCarthy enjoyed a successful career as one of Nordstrom 's outstanding salespersons. Consider this series of summary statements from Spector and McCarthy 's book, followed in each case by comments. Perhaps you will be pleasantly …show more content…
They are relaxed and unhurried in order to help the customer feel the same way. Here you sometimes have to learn to walk a fine line. Yet the principle holds true that if your employees seem frantic, the customer will pick up that same attitude. They must learn to exude a calm confidence, even when their extremely busy or pressed to meet a tough deadline.
Keeping current good workers with the company is just as important as attracting new ones. What is the average tenure of your employees? Six months? Four years? Twelve years, or more? Just listen to what people again and again say at their retirement party: At our company, they say, "I 've worked here for X number of years, and I want to tell you new people: This is a great company to work for. I 've always felt like I was treated as family here at the company."
The underlying Nordstrom culture and philosophy is not difficult to pass on to the next generation because it 's simple: Give great customer service. "Customer Focus" has to be one of the core values of your company; you can 't just give it lip-service. It must be foundational to what you are and

Related Documents