This document outlines a plan to improve employee retention at Nordstrom. It analyzes current retention rates and identifies opportunities to enhance the hiring and training processes. The plan proposes introducing video interviews to streamline hiring, expanding new employee training from 3 to 4 days to provide more in-depth product and systems training, and implementing follow up programs like N-Hanced to strengthen relationships with new hires. The overall goal is to decrease turnover in the Southwest region by 10% within one year by implementing these improvements.
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2. 2
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
3. 3
OPPORTUNITIES
In order to improve retention at
Nordstrom, we need to carefully hire
and spend time effectively training
our employees.
5. 5
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
6. 6
HIREVUE STATS
HOW 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%
8. 8
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
9. 9
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
10. 10
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
11. 11
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
12. 12
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
13. 13
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