2. “The greatest beach volleyball team of all time"
Valerie has the longest and most impressive winning streaks in
professional sports after winning 89 straight matches on the
AVP Tour as well as the international circuit between 2003 and
2004.
Alicia is a two-time gold
medalist, and currently the
winningest female beach volleyball
player with 110 individual
championship wins in domestic
and international competition.
3.
4.
5. Nordstrom Department Stores were founded
in 1901 by a Swedish immigrant named
Jonah W. Nordstrom
The first store was opened in Seattle
Today there are 228 stores owned by the
company in 31 states
It is still family owned
and operated
6. The Nordstrom
Way to Customer
Service Excellence
by Robert Spector and
Patrick McCarthy
7. The company promotes internal excellence
and recognizes people for what they call
“Heroics”.
They empower their employees to “think
outside of the box” and do whatever it takes to
make the experience a positive one with their
customers
The focus is on creating long term
customers, not a daily sale
8. They recognize the “Nordies” that go
above and beyond to help people
Their corporate culture is very “humble”
they don’t advertise or tell the world
about these acts… it is always spread
through word of mouth.
11. The
Nordstrom Business
Model combines
› Customer Service
› Sales / Results Orientated
Company
› Teamwork
12. Make your place of business inviting
Make your public voice or face a
pleasant one
Create an atmosphere of helpfulness
Create an atmosphere of
professionalism
Educate your customers to make
sound choices
13. Provide a consistent
experience across all
channels
Hire the Right People
Make them Feel Valued
Reward Exceptional Work
14. Does your office need a
Make your “facelift”?
office inviting › Paint & Carpeting
› New Furniture
› Cleaned & Uncluttered
› Smells Nice
› Comfortable Chairs
15. Is staff friendly?
Make your Do they greet people when
public voice they come?
Do they end communicated
and face a frustration on a good note?
pleasant one Do people get a live person
when they call or voicemail?
18. Coop Staff Board of Directors
› Tell prospective › Orientate the new
members about members
cooperative living…. › Continue to Educate the
› How is it different? Membership
› How is it better? › Committee Involvement
20. Do you have the right people
in the right positions?
Do they want to be there?
Are they trying to solve
problems or just get the
people out of their office?
Do they listen to customers?
21. Previous industry
experience should not
be a factor
Hire people who enjoy
people
Hire the smile, train the
skill
22.
23. Hire personality and
confidence
People who take
ownership
Include co-workers
and other employees
in the interview and
hiring process
24.
25. Treat employees with
dignity and respect
Invest in your good
people
Empower the staff to
make decisions
Praise and reward
26. Terminate the
Employees that
do not fit the
characteristics
you need or your
company culture
27.
28. Be Positive
Prepare for customer interaction
Pay Attention and Really Listen
Keep an open mind
Think about why you are there
Restate the problem
29. TRIED AND TRUE PHRASES
“How can I Help?” – And then carefully listen
“I can solve that problem” – Direct language is
easily understood
TRIED AND TRUE PHRASES
“I don’t know, but I’ll find out” – Never be
afraid to admit you do not know the answer
“I will keep you updated” – Customers are
most trust-worthy of those who keep them
apprised of the situation
“I appreciate your business” – This means
more than a simple thank you
30. Let customers vent their feelings, encourage
AN UNSATISFIED CUSTOMER IS A GOLDEN OPPORTUNITY
them to get their frustrations out in the open.
NEVER argue with a customer.
NEVER tell a customer “You really do not have
a problem” –those are fighting words.
Share your point of view, in a polite and
professional manner.
Take responsibility for the problem. Do not
make excuses.
Take immediate action to remedy the situation.
31. HIRE THE RIGHT PEOPLE!
HIRE THE RIGHT PEOPLE!
HIRE THE RIGHT PEOPLE!
HIRE THE RIGHT PEOPLE!
HIRE THE RIGHT PEOPLE!
HIRE THE RIGHT PEOPLE!
HIRE THE RIGHT PEOPLE!
HIRE THE RIGHT PEOPLE!
32. Set a good example – Your attitude is
contagious
Focus on employee happiness
Create a culture of autonomy
Encourage employees to voice complaints
Take on fun events
Notes de l'éditeur
Ask the audience…Nordstroms? are customer who want to buy things.Who are the customers on Cooperatives?Members ProspectsWhat about Vendors, Contractors, Service People.. EVERYONE you come in contact with could be a future member or give a recommendation to friends and relatives
Ask the audience…Nordstroms? are customer who want to buy things.Who are the customers on Cooperatives?Members ProspectsWhat about Vendors, Contractors, Service People.. EVERYONE you come in contact with could be a future member or give a recommendation to friends and relatives
Ask the audience to give examples of Good Customer Service?Companies that come to mind who have excellent customer service?Disney, Starbucks, Chick fil aBad customer service experiences?Alicia’s Iphone storey Apple & Iphone
It is a long standing tradition that each generation of Nordstrom’s makes their children work in a store during breaks from school, they start in the stock room and work their way up…Nordstrom’s is known worldwide for its excellent customer service… People use the word Nordstrom as a synonym for Excellence…Companies use the term… We want to be the Nordstrom's of Property Management,You want to be the Nordstrom’s of Housing or Cooperatives…
People word wide have studied the Nordstrom’s company to learn How they do what they do so it can be emulated…. Everyone wants to be the best, how have they succeeded?There have been many books written about Nordstrom’s customer service, the one that we looked at was….
A women who had driven by a Nordstrom’s store discovered when she got home that she had lost a hubcap on her car, she called the store and asked if there was anyone there that would check the road that ran by the store to see if her hubcap was there. An employee did check and found it, she brought it back to the store, washed it and notified the customer who came to pick it up….A man who purchased a suit at Nordstrom’s wrote a letter complaining that he had trouble getting his new suit to fit after several visits for alterations, when the president of the company heard about the complaint he sent a new suit to the man’s office along with a Nordstrom tailor to make sure the pants and jacket fit was perfect. When the alterations were made he had the suit delivered to the man at no charge.Another women tells a story about her 33 year old sister who was in Seattle to undergo a bone marrow transplant for leukemia. Her sister was a former model who had always taken pride in her appearance. Her sister took her for an outing to Nordstrom’s, they had heard the stories about Nordstrom’s customer service but had never been in a store. She said her sister was very pale and sick looking and had to be wheeled around in a wheel chair, she looked so bad that most people avoided them. They were going through the cosmetics area and a women from the Estee Lauder counter stepped up and asked if she could put some makeup on my sister. For half an hour she made the women feel like a million bucks eventhough it was apparent that she wouldn’t get a sale since the woman was too sick to worry about makeup. The women died shortly after that but her sister will always remember the saleswomen who made her sister feel beautiful even though she knew she wasn't going to make a sale.
That says it all and shows how they really empower their employees.
That says it all and shows how they really empower their employees.
What do we say about Results Orientated … Lower Vacancy, Less turnover, More $
No talking points here – Go into each one on a separate slide
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Nordstrom’s pays attention to all detail of their stores…Lighting, Layout, Piano Player, Very spacey, Dressing Room, Bathrooms, Coffee Bar area, all areas have a plush and rich feel about them-Your office should be clean, pleasant, smell good, not cluttered-Is it someplace you would want to spend the day? Is it something that welcomes the members and prospects?OfficeBoardItems Above Plenty of Seating at Meetings Well Lit Refreshments Plenty of advance notice Easy to access
Office/ MaintenanceSee aboveBoardDoes the board encourage members to come to meetings?Do they listen or do they show their frustration or disapproval over ideas?Eye rolling or sounds of displeasure, cutting people offfDoes the membership think coming to a meeting will make a difference?
Office/ MaintenanceDo people feel welcomed or do they feel bothered?Does the staff genuinely care about the people?Do they help solve problems or just make people angry?Board MeetingsDo members feel like you want their input?Do they feel like their input makes a difference?Do you have open meetings?Do you encourage members to participate?
Before displaying the bullet points – Ask the audience what Professionalism means or doesn’t meanI think this would be a good time to acknowledge that the number 1 reason people move in the “apartment” industry is their dissatisfaction with the maintenance of their home. What can you do to ensure maintenance is providing top-notch service to Members?Office /MaintenanceEmployees dressed nice?Are they talking on cell phones?Are they talking to other employees about personal business?Personal Calls?Chewing gum?Board of DirectorsDo your open meetings have consistent structure?Parliamentary Procedure?Are Board Members discussing things outside of the meeting?Do board members present a united front?
The office staff needs to distinguish it’s coop from other apartment communities in the area by educating the prospects about housing cooperatives and how they are different, this needs to be continued with membership orientation and educating the membership through activities and functions…
I can’t say this enough. This is a personal belief of mine that I have seen over and over. You can’t train someone to be friendly or nice, you can only train them the job skills.
Why would we include co-workers? The person you hire needs to be a good fit for the team. Makes employees feel valued, you care about their opinion. Shows them you trust their judgment.
Nordstrom’s ran an ad in a new market where they were opening a new store: It said, Wanted: Clever People PowerNordstrom’s was opening a store in Southern California, they were only know in the Northwest and didn’t have a name in this part of the country, the only people who knew who they were, were people who were from the East Coast.This shows the emphasis that they put on hiring the right type of personality, not necessarily the experience. If you didn’t know what Nordstrom’s was you would have not idea what the company was selling. The ad encourages all types of people to apply if they fit the characteristics listed above.
Invest in People by training them and recognizing their achievements through positive reinforcement. It creates loyal people who feel valued and will take ownership.Do they feel valued? Do they feel like they can make decisions or are given a chance to make decisions? Are they micro managed by management or the board of directors? If so, why is that? You don’t think they will make good decisions? Then you need to find someone else. If you are doing it because you are controlling then you may need to reevaluate your management methods or you can /will lose good people.Praise and reward; If you attended the Zero Club class presented right before this session, it focused on employee motivation and how to recognize your employees in a positive way that encourages hard work and an ownership mentality.
Keeping employee’s who “don’t get it” hurts the public image of your company and decreases morale and motivation of your hard working people.“Don’t get it” means the people who are bad at customer service and come across rude or disinterested. They ALWAYS think they are being friendly.We’ve all made excuses for people that we like or people that are good at the paperwork or have been with the property a long time but if you look at the “big” picture keeping them is harming your cooperative more than it is helping.
Ask the Audience what this means to them? What do you think you do to build a relationship with someone? This can apply to people you meet, People you are dating, New friends and old friends, Family members, Ect…Why does the staff (office and maintenance) need to build a relationship?To provide good customer service, you need to be likable and approachable. People like to do business with people they like!
Attitude is everything, people can tell if you are faking it or insincereRemind yourself everyday that you are here to service the people calling or coming into the door, welcome them! Don’t feel like they are an intrusion that has to be dealt with so you can get back to your paperwork.Really listen to what they are saying and feeling…. Empathize with their situation and try to understand what they are feeling as well as what they are sayingDon’t pre-judge someone or already have your mind made up before they even talkAfter you listen, restate their problem and take notes. This shows that you are listening and that you care about their problem
All of these items will lead to a relationship that is solidified by professional TRUST. Building trust is the key to building solid professional relationships.
View an unsatisfied customer as a Golden Opportunity! Thank them for their feedback.
