Saturday, November 8, 2008

The Nordstrom Employee Handbook

The Nordstrom Employee Handbook

For many years, new employees were given a copy of the famous Nordstrom's Employee Handbook – a single 5 x 8-inch (200 mm) gray card containing 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 good 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.

However, new hire orientations now provide this card along with a full handbook of other more specific rules and legal regulations, as the way Nordstrom operates has evolved.

While it's true that new employees at Neiman Marcus receive a rather large handbook of rules and regulations, none of them address the daily situations encountered while working as far as interactions with customers and protocol among coworkers.

Neiman Marcus Rule #1 for Sales Associates: Do whatever it takes to make a sale as you are working for yourself  (commission based). No specific guidance will be provided at any level (who cares what goes on, as long as Dept. and Store goals are met).

I asked Ginger Reeder, Vice President - Corporate Communications, Neiman Marcus, the following question via email:

Is it true that there really is no protocol for Sales Associates, Product Specialists and/or Management at Neiman Marcus? Any information and / or guidance you could provide would be greatly appreciated. Thank You.

Her response: Not at all true.

Mrs. Reeder was unresponsive to the followup email below:

Mrs. Reeder,

The detailed listing on my blog most certainly is true.
I have added it below for your review although I suspect you know very well what's going on in your stores.

If there is indeed a protocol handbook of any kind for Sales Associates, Product Specialists, and/or Management it has never been seen or reviewed by any Neiman Marcus employee that I know of, which leads to the situations outlined below.

It would be very worthwhile, in my opinion, to send some sort of guide (or link to an online guide) to all Neiman Marcus Sales Associates as none of the situations below have been adequately addressed in any form.

I sincerely appreciate your response and am hoping that you will direct some energy to addressing the situation in the near future.

No comments: