TAILIEUCHUNG - the nordstrom way to Customer Service Excellence phần 8

và như vậy, nhưng khi nói đến dịch vụ khách hàng, Mike, một lần nữa giống như Nordstrom, thích để giữ cho nó đơn giản. Dahm cho biết: "Điều lớn nhất chúng tôi nói với họ làm là vượt quá mong đợi của khách hàng mà không làm chậm các hoạt động xuống". | Recognition Competition and Praise floor or across the country. Each salesperson s semimonthly sales-per-hour figures are posted clearly for all employees to see. The Harvard Business Review detailed one spirited 1979 sales-goal meeting where the regional manager had asked every department manager and buyer to write down their sales targets for the following year As the figures were called out the regional manager wrote the amounts against the individual s name on a large chart. Next to the figure in turn was a space on which the regional manager had written his target for each manager. That target figure was kept covered during the initial part of the meeting in which the managers gave their target figures for the year. Then amidst great excitement and suspense the regional manager tore off the slip of paper which covered his target for each individual manager. If the sales target of the manager was under that of the regional manager the assembly would boo the unfortunate manager. However if the manager s target was above that of the regional manager then the group of persons would break out into cheers. One manager described the scene as being similar to a classroom during an exam with all the store managers and buyers doing feverish calculations as they heard what their peers were setting as targets and were tempted to revise their own targets. That scenario is not unusual in fact it s the norm. Every top Nordstrom salesperson is goal-oriented. Literally all of these stellar performers feed off of the recognition they receive from their customers and from Nordstrom and they are motivated by reaching their goals. The best of the best set ambitious goals for themselves and when they meet those goals they continue to set the 179 WHAT SUPERVISORS CAN DO bar higher and higher and work harder and harder to sell more and more year after year. At Nordstrom the best salespeople achieve the status of Pacesetter. Pacesetters who typify the entrepreneurial Nordstrom sales .

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