SESSION: Customer Before Company: Revolutionize Your Business The Nordstrom Way

The Nordstrom department store is legendary for exemplary customer service: from the earliest beginnings of Nordstrom, a sign hung from the ceiling that read, “If We Sell You Well, Tell Others. If Not, Tell Us.” Well known for putting customers over the company, Nordstrom salespeople are empowered from above to always make it right for the customer. By taking a page out of the Nordstrom book, from the practical translation of the Nordstrom way into customer relationships to incorporating Nordstrom beliefs into our personal values systems, we can revolutionize our businesses and industry.

Learning Objectives:

Upon completion of this session, participants will be able to:

  1. Put Nordstrom’s ”customer before company” philosophy into practice – in a written mission statement and/or company policy (personal and/or brokerage) – to maximize the customer experience, focusing on service rather than commission.
  2. Strive to nurture a long-term relationship. Nordstrom’s top salespeople don’t go straight for the sale: one sale equals one commission; one relationship equals a lifetime of business.
  3. Recognize the importance of follow-through and incorporate it into your daily routine.
  4. Decipher the Nordstrom mystique and make it work for your real estate business.