Sunday, October 31, 2010

Short, Sweet and Sufficient

Nordstrom. Inc. is an upscale department store chain in the USA that sells shoes, clothing, accessories, handbags and the like.

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.

Nordstrom Rules: Rule #1: Use best 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 – by almost double.

Founder of the business, Swedish immigrant, John Nordstrom, seemed to instill an uncomplicated approach that was short, sweet and sufficient.

Nordstrom, Wikipedia via Signal v Noise.

Geoff Pound
Contact Geoff Pound on Facebook, Twitter or on email at geoffpound(at)

Image: Nordstrom's Flagship Store in Seattle, Washington