For years, Nordstrom’s Employee Handbook was a single 5×8” gray card containing these 75 words:
Welcome to Nordstrom
We’re glad to have you with our Company. Our number one goal is to provide outstanding customer service. Set both your personal and professional goals high. We have great confidence in your ability to achieve them.
Rule #1: Use good judgment in all situations. There will be no additional rules.
Please feel free to ask your department manager, store manager, or division general manager any question at any time.
During this time, Nordstrom had the highest sales per square foot performance in the retail industry.
Conclusion: Customer services is a culture, not a department. It works bottom-up and not top-down.
And it requires employee empowerment & trust.