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July 12, 2006

Library Rules

I love this posting. Responding to a principle stated thusly "Don't hide behind policies and procedures. Empower staff to make exceptions" this blogger notes that customer service leader Nordstrom's Employee Handbook says, simply:

"Welcome to Nordstrom. We are glad you are 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. So, our employee handbook is very simple...Our Only Rule: Use good judgement in all situations."

Would that we could be so simple! Read the whole post and the original list.

And lastly, my own question, are our virtual interactions governed and really delivered in the same - excellent - way as our interpersonal ones?

Stephen

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Posted by stephen at July 12, 2006 9:03 AM