But how does Nordstrom continue on creating stories like the man with the Armani tux? Well, simply by holding on to the original values that caused the initial success of the business, and embedding them in every element of its current business operations. The company's philosophy has remained unchanged for more than 100 years since its establishment by John W. Nordstrom: offer the customer the best possible service, selection, quality and value. Nordstrom does not have a number of rules and regulations designed to emphasize quality in customer service. In fact, the company gives new employees a single 5-by-8-inch gray card that contains the following 75 words:
In addition to its superior customer service, Nordstrom gives generous employee rewards. For one, according to CNN Money’s article “Fortune magazine’s 100 Best Companies to Work For”, the average wage for retail salespeople is $12 an hour while at Nordstrom it is $19.18. With commissions, some make more than $200,000 a year allowing salespeople at Nordstrom to take home some of the highest paychecks in the industry. This gives its employees an incentive to work harder and better resulting in a win-win situation for both the company and its employees.
An organization’s culture may be one of its strongest assets. Nordstrom encourages employees to make their own decision, gives generous rewards, and understands the value of superior service. When the cultural and communication platforms align with the company’s vision, the company succeeds. And Nordstrom is the perfect example.
Nordstrom - Best Companies to Work For 2012 - Fortune. (n.d.). CNNMoney - Business, financial and personal finance news. Retrieved December 14, 2012, from http://money.cnn.com/magazines/fortune/best-companies/2012/snapshots/61.html
Slocum, J. W., & Hellriegel, D. (2007). Learning and Reinforcement. Fundamentals of organizational behavior (International student ed., p. 117). Australia: Thomson/South-Western.