IMPROVING EMPLOYEE RETENTION

TIFFANY PHAM

TATIANA MARQUIS

DANIEL RELIX

ASHLEY KING

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CURRENT RETENTION STATUS

• Southwest Region Retention• SW LY Turnover: 68%

• SW TY Turnover: 63%

• Overall improved by 5%

• Northpark Nordstrom Retention• NP LY Turnover: 68.5%

• NP TY Turnover: 64%

• Overall improved by 4.5%

• Highest turnover among salespeople and department managers.

• How can we improve this issue?

AS OF JUNE 2015

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OPPORTUNITIES

In order to improve retention at Nordstrom, we need to carefully hire and spend time effectively training

our employees.

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HIRING PROCESS

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HIRING PROCESS

1. Submit Online Application

2. Video Interview• Why do you want a career in fashion?

• How do you feel about working in a commission based environment?

• How do you feel about Nordstrom’s “Use Your Best Judgment” policy? Empowered?

• How do you feel about not having a return policy?

• What are the top three departments you are interested in?

• Why are you interested in your number one choice?

• Do you have any experience working with these types of products offered in this department?

3. One on One Interview• DM meets with applicant and decides whether to keep or pass on the applicant to another

department.

4. Offer

INTRODUCING A VIDEO INTERVIEW

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HIREVUE STATSHOW HIREVUE CAN IMPROVE THE HIRING PROCESS

RESULTS FROM COMPANIES PERCENTAGE

Faster Growth 50%

Less Turnover 29%

Faster Cycle Time 25%

More Top Performers 13%

Fewer Poor Performers 17%

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TRAINING

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DAY 1: FASHION YOUR FUTURE

• Nordstrom History• Video: Our Reputation

• Nordstrom Culture• 25 Best Practices

• Tire & Diamond stories

• Interactive Activity: 30 minutes• Split the class into groups of 2-3 people, ask them

to walk the floor and look for examples of Nordstrom culture. • Walking bag around cash wrap

• Hand wrapping gifts

• Offering rewards

• Greeting every customer

• Discuss Pay Stubs

NORDSTROM HISTORY & CULTURE

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DAY 2: POS TRAINING I

• 4 Hour Training

• Basic Functions of POS• Role Play: Use actual merchandise when

teaching new employees how to ring.• Change layout of POS training room, make it

look like an actual cash wrap so that employees can create a mini-shop.

• Merch Search

• DTC, NOM

• New Accounts, Account Lookup, Available Rewards

• Returns, Save the Sale, Return Alt Lookup

• Holds, Add to PB

BASIC FUNCTIONS OF POS

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DAY 3: POS TRAINING II

• Register Training: 4 Hours• Spending half the day cashiering high volume

departments.

• Shadowing: 2 Hours• Shadowing and aiding top sellers in the new hire’

s respective departments.

• Product Knowledge: 2 Hours• Learning about the products that drive the

business.

• Stockroom Tours

• Top Selling Items

• Trying on Items

GETTING FAMILIAR WITH DEPARTMENT

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DAY 4: WRAP UP

• Continued Register Training: 4 Hours• Helping cashier in their respective

department

• Merch Search

• DTCs

• Adding customer to Personal Book

• Selling: 4 Hours• On the sales floor selling in their

department.

IN DEPARTMENT

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N-HANCED

• One Month After Hire• The faster that they connect with the customer, the stronger the relationship.

• Day 1:• Class taught by Service Experience Manager

• Introduction to Tools• Emphasis on Personal Book (what & why)

• iPad availables for people to use

• Day 2: • Class taught by Customer Relationship Manager & Personal Stylist Manager

• Building Customer Relationship using Tools• Using Personal Book

• Greet & Approach

• Contacting Customer

2 DAYS

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HUMAN RESOURCES TOUCH BASE

• The day the new hire’s 1st paycheck goes live, Human Resources will touch base with the new hires.

• This will reduce confusion and explain commission breakdown.

DAY OF 1ST PAYCHECK

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GOALS

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GOALS

One year after these improvements are made, our goal is to decrease

turnover in the Southwest region by 10% from LY.

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SUMMARY

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SUMMARY

•This plan is actionable•Honing in on resources Nordstrom already has