Is It Time To Set Your Sales People Free?

Here is a great story about a Nordstrom employee who received a disturbing letter from one of his best customers, an executive with a well-known Swedish-based manufacturer.

The gentleman had recently purchased some $2000 worth of shirts and ties from Nordstrom, and he had mistakenly washed the shirts in hot water, which of course shrunk them.

He was not writing a letter to complain – the truth was it was actually his mistake. But something extraordinary happened – the Nordstrom employee immediately put a telephone call through to the client in Sweden, and told him that he would replace the shirts with new ones at no charge.

Did he have to ask anyone’s permission to do what he did for that customer? No, Nordstrom would rather leave it up to their salesperson to decide what’s best.

If you are a Sales Director reading this, how do you empower your people to make decisions like this employee?

In my experience if you give salespeople the freedom to make their own decisions with your support, your sales operation will be a much happier place to be.

Good Selling

Source – The Nordstrom Way

PHOTO CREDIT – Mushroom & Rooster

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