A Guide to Great Customer Service with Robert Spector, Author of The Nordstrom Way

In this episode of Getting to Aha!, Darshan Mehta is joined by Robert Spector, Author of The Nordstrom Way. They discuss Robert's aha! moments, how to use customer service to improve businesses, the benefits of efficient customer service, and approaches to delivering more value to customers.

Robert Spector speaks to salesmen about the importance of customer service and how to become a better salesman by putting your customers' needs first, using Nordstrom as a case study. Robert helps companies become and remain truly customer-centric. He is the author of several best-selling books on successful businesses and individuals. He is a speaker on The Nordstrom Way and how they grew the company by putting their customers first. Some of the books he has written include The Nordstrom Way, Amazon Get Big Fast, and Mom and Pop Shop, among others.

KEY TAKEAWAYS

👉 To grow your company, you need to be customer-centric. Having good customer service will bring in more sales for the business and improve the reputation of the business.

👉 The beauty of customer service is the positive results it yields. When a customer sees that you prioritize them, they tend to bring in more customers for the business. Customers are the best and cheapest publicity tools.

👉 Nordstrom has remained at the top of the game because they put a lot of emphasis on their customers. To run a successful business, customers need to be given the very best services.

👉 Encourage healthy competition in the workplace. Introduce competition between sales teams, competition between departments, and competition between retail stores. This will raise tension and help increase revenue for the business.

👉 Have what your customers are looking for. Customers tend to go to stores that have their needs as it proves to them that they are the priority.

👉 The easiest way to become a better salesman is to get a mentor at your place of work, someone you can look up to and try to emulate,. A mentor is like a guide for a salesman to get better.

👉 Nordstrom focused on three major criteria to better their business, which are:
- Customer Service
- Sales
- Teamwork

👉 Technology has made it easy for customers to get what they want without physically being present at a store. Businesses must learn to leverage it.

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