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Beginning west of the Mississippi In 1901, former gold miner John Nordstrom and his partner Carl Wallin opened a shoe store in Seattle called Wallin & Nordstrom. When the two men retired in the 1920s, they sold their shares in the company to Nordstrom's sons. By 1960, there were eight Nordstrom stores in Washington and Oregon, and the company's original location was the largest shoe store in the country. Three years later, the company expanded its offerings with the acquisition of the Seattle-based 'Best Apparel' store chain. In 1966, Nordstrom added men's and children's clothing to its roster. The company went public in 1971, and in the following years it continued to expand. Nordstrom opened its first East Coast outlet in Virginia in 1988. "Red-carpet treatment" Nordstrom has always been renowned for its quality customer service, first-rate products, and classy advertising. Insiders say that both customers and employees (who are called "Nordies") are always given "red-carpet treatment." The stores are usually equipped with live classical music, and some even sport day spas, gourmet cuisine, and coffee bars. Plans to expand Despite individual financial complaints, Nordstrom's overall revenues remain steady and strong. Revenue growth for 1998 was nearly 9 percent, while net income was $186.2 million. With approximately 100 branches, Nordstrom has successful stores in large markets like Chicago and New York - and has plans to expand further in the Midwest and Southeast. In 1994 the company introduced a mail-order catalog. Nordstrom also operates outlet stores under the name Nordstrom Rack. Nordstrom went online in 1998, joining the growing field of retailers selling merchandise on the Internet. In 1999 Nordstrom.com pulled in $220 million on its numerous items which include 20 million pairs of shoes. The company also has a separate site, NordstromShoes.com, which offers 100 times as many shoes as the regular site. Increasing its online offerings, in 2000 Nordstrom entered an agreement with Wedding Co., adding a wedding gift registry to its web site. For those males who make up more than 50 percent of online shoppers, Nordstrom now offers much-needed help in addressing the dressed-down corporate world. The online Business Casual Guide displays examples of appropriate outfits for different situations, and offers recommendations, information, and instructions for those guys confused by the new standards of dress. Taking care of its hometown Seattle was Nordstrom's first venue, and the company hasn't ignored its roots. In 1994, Nordstrom made a commitment to try to help repair the southern section of downtown Seattle, particularly its sports stadium and train station. In 1998 the company moved its flagship store to downtown, spending $100 million on the relocation, including restoring and renovating costs. Finishing touches include highbrow restaurants, a shoe museum, a day spa, and a snazzy lipstick counter. Come on back! The personal touch may not be such a practicable thing when a retailer goes national. Slow sales growth and disappointing profits followed Nordstrom's expansion from the West Coast in the mid-'90s, due to scattershot inventory and failure to acknowledge new trends in fashion. In 1997, the company let go a fifth of its buyers and abandoned its long-obsolete, handwritten data collection method after opening a pricy customer information center in Denver in 1999. In 1998, Nordstrom invested in online shopping services Streamline and Scotty's Home Market (a grocery shopper), in an effort to study new services. Whether these measures are enough to win back customer loyalty remains to be seen. Nordstrom launched a $40 million makeover to liven up its image and exude a younger, fresher quality. The tuxedoed Billy Joel worshipping piano players now wear slacks and sport coats and play Ben Folds Five. The neutral colors previously enveloping shoppers were replaced with bright, gaudy shades of orange. In addition to the atmospheric changes, Nordstrom became the exclusive U.S. distributor of Amalfi shoes and a line of casual clothes from BCBG Max Azria. Perhaps the most unconventional difference at Nordstroms today is the Nordstrom Federal Savings Bank, from which customers can make deposits and get loans and mortgages. All in the family Despite fashion's capricious nature, core management at Nordstrom reportedly has been slow to make changes. Nordstrom family members still own 35 percent of the store. CEO John Whitacre is the first non-Nordstrom to be sole chief executive and chairman of the board. Under his hand the six men from the fourth generation of Nordstroms were demoted from co-presidents to managers and vice presidents.
Nordstrom posts job openings and career information in the employment section of its web site. Those interested in corporate positions and retail management should apply to the Seattle headquarters. Applicants looking for a position at a particular store or outlet should apply directly. One insider interviewed in "five different departments." Each of her interviews was "pretty short" and "none of the questions was out of the ordinary realm of interview questions." Another insider reveals, "The one question I was asked each time was, 'Why do you want to work for Nordstrom?'" She warns that managers "are looking for specific answers, not something like, 'I need the money' or 'it's close to my house.'" After this candidate's first interview, she was asked to return for a second. "But it was really just an appointment with the personnel department to take care of legal issues and to fill out tax forms." Although hiring trends vary, insiders are confident about the unwavering availability of positions. "In most cases, you just need to go to Customer Service, grab an application, and fill it out." Nordstrom interviewers may ask you "to give them your definition of customer service, among other things." For technical positions, "the interviews are largely based on technology know-how. They are also heavy on your work intentions and acceptance of traveling." An insider in this field advises: "Know Ohm's Law and what a 'Siemens' is (it is a unit of conduct; 1/Ohm = 'Siemens')." For sales positions, fear is a killer. Says one insider, "Don't be afraid to ask the other sales people about their jobs. And don't be shy!" All job candidates, regardless of position, should "stress their desire to grow with the company." Insiders agree that Nordstrom should be "a part of your long-term career" plan. Homework on the company is also crucial. "Do some research on the lawsuits that the company has been involved with, know where their stock is, and inquire as to how long most of the employees have been in various departments." A different sales contact advises, "For the interview, make sure [your outfit] fits well - not too tight and not too short. No sleeveless, see-through, or cheap clothing. Look for loose threads, missing buttons, stains, wrinkles, etc. The more professional you look, the better you will be perceived. Also, you might want to read The Nordstrom Way, which you can find in any bookstore under the business section." An insider in the cosmetics division divulges, "If you are thinking about make up, look at different counters and what they represent. For example, Clinique will not hire a person if they have lots of make up and wildly painted nails because that's not their image. But MAC loves girls who look totally wild, like they are about to go clubbing."
Trust guaranteed "The corporate culture can be summed up in two words: customer service," specifies one insider. "We are absolutely devoted to customer service." Says another, "I attended a presentation that Bill Nordstrom, one of the company's co-presidents, gave. He pointed out something that made sense but that I had not though of before - that Nordstrom is built on trust. When a customers return products, we trust them when they tell us it was not satisfactory. Our customers trust us and we work very hard to maintain that." Dress: You can't go wrong with black "Employees are expected to dress professionally in accordance with their jobs," summarizes a Nordstrom contact. "Retail people at Nordstrom are expected to dress presentably to customers. In the accounting department, there is professional dress four days a week; Friday is casual day. There is no casual dress on the sales floor." Another insider offers extremely candid and specific advice to females applying to Nordstrom. "Look at what the girls are wearing. If you like hosiery, wear some really unusual hosiery. If you like accessories, make sure you wear a scarf and a hair clip. However, for any department, you can't go wrong with black. Black wool crepe will serve you well in almost any department, whether it's men's, shoes, cosmetics, or whatever." Time, money, and free shoes "We work 40 hours or more per week," estimates one insider. "During busy times, some people in the department work 50 to 60 hours. From my perspective, the pay and benefits are competitive with other companies in the area." As far as diversity is concerned, Nordstrom "has a strict non-discrimination policy." One insider points out: "A majority of our 400 managers are women. At my supervisor's level, he is the only white man in a group of three directors - the other two being women. Insiders aren't surprised that Fortune magazine named Nordstrom "one of the 50 best companies for Asians, Blacks, and Hispanics" in its August 1998 issue. Explains another source, "We even have outreach programs to minority contractors to help us build our stores."
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AnnTaylor;Barneys;Benetton;Brown Group;Dayton Hudson;Edison Brothers;The Gap;Loehmann's;Men's Wearhouse;Neiman Marcus More Company Profiles For more career information, go to Vault.com ©2000, Vault.com Inc
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