S8 E44 Practical Solutions to Difficult Problems with Jeremy Gray
The Joy Killers - A business murder Mystery.2 Apr 2022

S8 E44 Practical Solutions to Difficult Problems with Jeremy Gray

Build the house you want to live in.

Define your values early and often. Values are not generic two-word commandments that state the obvious. They should codify what you believe in place where everyone can see them and everyone can suggest changes.

Values should be an oral tradition. They should tell your employees how to behave in both normal and extreme situations. And they are effective because values stick in our brains, they are efficient and memorable.

Using Nordstrom as an example. For my listeners outside North America who may not be familiar with Nordstrom, it is a high-end department store noted for exceptional service. In an iconic story a customer brings a set of tires to a store to be returned, even though Nordstrom sells clothes, not tires. The store accepts the tires and fully refunds the customer. In another case a clerk being unable to find right pair of shoes for a customer recommends a competitor, Macy’s and pays for the additional shipping cost.

These stories tell you more about the service Nordstrom and their customers expect than a thousand-page manual on how to be a good salesclerk.

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