The Nordy Pod

Welcome back for Episode 2 of The Nordy Pod! In this episode, we’re going to take a look inward as I introduce you to all of the acting members of the Nordstrom family still working at the company. I invite my brother Erik, CEO, and cousin Jamie, president of stores, to come sit down in my office and have a little chat about what it feels like having a name that everybody knows. We also discuss some of the social and political challenges of running a business in today’s culture, lessons passed down through the generations and reminisce about our teenage years throwing shoes at each other in the stockroom. I also take a walk across the street to our Rack store with my niece Alex Nordstrom, the lone fifth-generation Nordstrom still working here, where we lend a hand “unstacking the Rack,” which is a fancy way of saying we process incoming merchandise. And to top it all off, you’ll hear from a long-time employee who recounts one of our favorite customer stories. Thanks for joining us for Episode 2. We’re glad you’re here! Did you know that you can actually be on The Nordy Pod? This show isn’t just a one-way conversation. We want to hear about what Nordstrom looks like through your eyes. Share your Nordstrom experience, good or bad, by giving us a call and leaving a voicemail at: (206) 594-0526, or send us an email to [email protected] to be a part of the conversation!

So, a little backstory for you on the Nordy Pod. In our earliest conversations about starting a podcast, as we brainstormed what the theme might be and what we would even talk about, a particular service story immediately rose to the top: a story that occurred over 40 years ago at a Nordstrom store in Fairbanks, Alaska, in which an employee of ours—regardless of the fact that we are purely a clothing retailer—received a strange request from a customer to return a set of tires. This incredibly unique and seemingly unbelievable story has become somewhat of a legend around here and acts as an extreme example of what's possible when our employees are empowered to use their best judgment in every customer interaction. It's held such an important role in strengthening our whole customer service ethos that we initially thought we might just call the podcast itself The Tire Story Is True. But today, to bring it full circle, this episode is entirely dedicated to the Nordstrom Tire Story. To gain a little more context on the tire story, I first sit down to chat with Robert Spector, author of a series of books called The Nordstrom Way, which largely highlights the impact of our service culture on the overall success of the company. After that, we manage to track down the actual employee who took the return for the tires all those years ago to get his firsthand account of the events that day. And to finish off the episode, we have one more amazing customer story that you're just going to have to hear to believe. No doubt about it, folks—the tire story is true! Thanks for tuning in to episode 14. We hope you enjoy it! Did you know that YOU can be on The Nordy Pod? This show isn't just a one-way conversation. We want to hear about what Nordstrom looks like through your eyes. Share your Nordstrom experience, good or bad, by giving us a call and leaving a voicemail at: 206.594.0526, or send an email to [email protected] to be a part of the conversation!

In this episode we're going to hear from a few highly influential Nordstrom leaders, each helping to strengthen our culture in their own unique way. First, you'll hear from our Executive Vice President for Designer, Men's and Women's Apparel, Sam Lobban. We've wanted to have Sam on the podcast for a very long time now, because he's a super-interesting guy with a big job, and he's had a very unique journey through the fashion industry. Sam's interest in fashion first grew through its intersection with music in the London club scene, and he started working in retail as soon as he was old enough to work. Though he was mainly looking for a discount on clothes, he found a real passion for the job and has created a very successful career from it. He's gained a lot of great insight into the business as a whole and has become a real tastemaker in the industry—so much so that he randomly gets approached by iconic celebrities just because they like his style. But what's particularly valuable to us is his strong customer-centric philosophy and positive influence on the men and women he leads. As Sam puts it, "I'm really just a shop-floor guy." He's made a huge impact on our company and we're lucky to have him on our team. After that we'll hear from our Men's Fashion Director, Jian DeLeon. He's another super-talented guy whose role is to help connect Nordstrom to the larger cultural conversations around trend and fashion. He works with Sam and our buying teams to translate these conversations into meaningful stories for our customers. To wrap it all up, we'll learn about the service and selling power of social media from one of our top salespeople, Jesse James Barnholdt. He's found a way to expand his business far beyond the four walls of the store to reach customers all over the U.S. And he's found a way to do it in such a genuine and authentic way with customer relationships as the main focus. So, grab your notepads! This episode is packed full of quality insight into what makes successful retailing today. Did you know that YOU can be on The Nordy Pod? This show isn't just a one-way conversation. We want to hear about what Nordstrom looks like through your eyes. Share your Nordstrom experience, good or bad, by giving us a call and leaving a voicemail at: 206.594.0526, or send an email to [email protected] to be a part of the conversation!

In this episode we've got a bit of a theme going on, centered around an amazing organization that's had an enormous impact on so many lives, including mine, and that's the Seattle Children’s Hospital. Later in the show we're going to talk about a benefit show that my wife and I created called SMooCH, which stands for Seattle Musicians for Children's Hospital, and to help tell that story I've brought in my good friend and return guest to The Nordy Pod, CEO of SubPop, Megan Jasper. But before that, I want to introduce you to another good friend of mine, an incredibly accomplished and remarkably compassionate individual, CEO of the Seattle Children's Hospital, Dr. Jeff Sperring. Now, I've wanted to have Dr. Sperring on the show for quite a while now, and not just because he's a fantastic CEO, but because Seattle Children's Hospital has had a particularly significant impact on my life. But comparable to my respect for the hospital itself is my esteem for the man who strives to maintain its reputation as one of the best children's hospitals in the country. For Dr. Sperring, becoming a physician was a dream that he chased down since the fifth grade. Raised in a family that displayed and encouraged service, he developed a strong desire to do good in the world. To pay for medical school, Dr. Sperring joined the Navy and, after training, served as one of only three pediatricians caring for roughly 4,000 Navy and Marine children on an army base in California. He then transitioned to Riley Hospital for Children in Indianapolis, where his superiors recognized his aptitude for leadership and recruited him into hospital administration, first as their Chief Medical Officer and then as their CEO. Dr. Sperring began zeroing in on potential dream jobs and took a swing at an open position as the CEO at Seattle Children's Hospital. It’s apparent that Dr. Sperring deserves each new opportunity he's been given as he talks about the incredible sense of purpose that accompanies his job. I'm super grateful to have had the chance to get to know him, and I'm certainly glad people like him exist in this world. Thanks for tuning in to episode 29. We hope you enjoy it! Did you know that YOU can be on The Nordy Pod? This show isn't just a one-way conversation. We want to hear about what Nordstrom looks like through your eyes. Share your Nordstrom experience, good or bad, by giving us a call and leaving a voicemail at: 206.594.0526, or send an email to [email protected] to be a part of the conversation!

In this episode we're sharing a special live recording of The Nordy Pod from on stage at a conference for the International Council of Shopping Centers. My guest: innovative retail mall developer and operator, Rick Caruso. Now, if you've ever actually visited any of Rick's properties, you've likely noticed that there's something different about them. Rick and his team at Caruso are extremely mindful about creating environments that transport you to a better, and definitely safer place. Caruso is responsible for some of the most incredible shopping centers in California, including The Grove at the iconic Farmers Market in Los Angeles, The Americana at Brand in Glendale, The Commons at Calabasas, The Promenade at Westlake, The Lakes at Thousand Oaks, Palisades Village in Pacific Palisades and the Rosewood Miramar Beach in Santa Barbara. Nordstrom has had a great relationship with Caruso as they've been very hospitable hosts for several of our stores. I'm super grateful that Rick agreed to come chat with me at the ICSC conference. He has a really unique and valuable perspective on some of the big hurdles we face today in our industries. I think you're going to learn a few things from this conversation. Thanks for tuning in to episode 52. We hope you enjoy it! Did you know that YOU can be on The Nordy Pod? This show isn't just a one-way conversation. We want to hear about what Nordstrom looks like through your eyes. Share your Nordstrom experience, good or bad, by giving us a call and leaving a voicemail at: 206.594.0526, or send an email to [email protected] to be a part of the conversation! And, be sure to follow us on Instagram @thenordypod to stay up to date on new episodes, announcements and more.