Nordstrom’s Customer Service Rulebook

One five by seven index card.

One paragraph.

One rule.

We’re glad to have you 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.

Nordstrom Rules: Rule #1: Use your good judgment in all situations. There will be no additional rules.


What about your organization?

Do your values so permeate your organization that rules are minimized?