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. So, our employee handbook is very simple. We have only one rule: use good judgment in all situations.That’s powerful training. What if, as a managing broker or a team leader, you said to your brokers, “I empower you to use good judgement in all situations. If you follow the law, the Code of Ethics and our rules, if a client needs something from you, and it’s ethical and legal to do so, you have my permission.” Think about the trust this produces. You’re creating a culture where your people want to give better client service, and you’re letting them deliver it. Nordstrom has a thing called heroics, where internally, employees are encouraged to report each other for doing good. This helps to create the culture of doing good for clients and good for the company. Neill puts this into practice with her business. At the end of every transaction, she writes a thank you note to the other broker, even when it’s a difficult transaction. Writing the thank you note wipes the slate clean for the future. Then, on the really good transactions, she also writes the managing broker a thank you note. All managing brokers ever hear is the bad stuff — what if we empowered a culture of cooperation and praised each other more? This is a way we can implement heroics in our industry — by lifting each other up. For your clients, you don’t have to wait for opportunities to do something big — heroics can be small gestures. These can be things we do to help our clients out, like:
- Asking your clients if they have a favorite kind of music and putting together a Spotify playlist for car rides.
- Sending a birthday card in the mail, because everyone else is posting on Facebook.
- Asking their dietary restrictions before you make a reservation during a long day of house hunting. These little touches help you create an unforgettable client experience.
Check out Maura’s recommended books on customer service:
- The Nordstrom Way – The Inside Story of America’s #1 Customer Service Company, by Robert Spector and Patrick D. McCarthy
- Delivering Happiness: A Path to Profits, Passion, and Purpose, by Tony Hsieh
- The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company, by Joseph Michelli
- Setting the Table: The Transforming Power of Hospitality in Business, by Danny Meyer