PART I: What Managers Can Do to Create Nordstrom-Style Service.

1. The Nordstrom Story: How a Century of Family Leadership Created a Culture of Entrepreneurship, Consensus, and Service.

Exercise: What Is Our Company’s History?

2. Spreading the Service Culture: Publicly Celebrate Your Heroes; Promote from Within.

Exercise: Tell the Story of Your Company’s Heroes.

Exercise: What Do We Stand For?

3. Line Up and Cheer for Your Customer: Create an Inviting Place to Do Business.

Exercise: You’re the Customer.

Exercise: Call Your Company.

Exercise: Surf Your Company’s Web Site.

4. How Can I Help You? Provide Your Customers with Lots of Choices.

Exercise: Expand Your Customers’ Choices.

PART II: What Supervisors Can Do to Create Nordstrom-Style Service.

5. Nordstrom’s #1 Customer Service Strategy: Hire the Smile.

Exercise: Hiring Questionnaire.

6. That’s My Job: Empower Employees to Act Like Entrepreneurs to Satisfy the Customer.

Exercise: What Does Empowerment Mean?

Exercise: Empowering Compensation.

7. Dump the Rules: Tear Down the Barriers to Exceptional Customer Service.

Exercise: Examine Your Rules.

8. This Is How We Do It: Manage, Mentor, and Maintain Great Employees.

Exercise: How Do We Develop Our Employees?

9. Recognition, Competition, and Praise: Create a Sustainable, Emotional Bond with Your Employees.

Exercise: Praising Your Employees.

Exercise: Organize Recognition Meetings.

Exercise: Make Your Company Special.

Exercise: Goal Setting.

Exercise: Customer Feedback: Letters.

PART III: What Employees Can Do to Create Nordstrom-Style Service.

10. Sell the Relationship: How Frontline Salespeople Create Lifetime Customers.

Exercise: Measuring Both Feet.

Exercise: Tracking Spheres of Influence.

Exercise: Rewarding Vendors and Suppliers.

11. The Sale Is Never Over: Secrets of Nordstrom’s All-Time Top-Performing Salesperson.

Exercise: Create Your Own System.

Exercise: Get Feedback from the Customer.

12. Play to Win: Encourage Teamwork and Team Competitions at Every Level of Your Organization.

Exercise: Team Achievement.

Exercise: Teamwork Requirements.

Exercise: Ethical Behavior.

Exercise: Ownership.

Exercise: Heroics.

Appendix Nordstrom Heroics: Inspirational Tales of Teamwork and Legendary Customer Service.

Notes.

Index.