Winning the customer's heart like this

Author: Robert S. Northcutt, Patrick McCarthy / Country: Mainland China
Publisher:
Publish Date: 2006-06-01
Features: Upon entering the lobby of the Northcutt office building, connected to the flagship store in Seattle, visitors immediately experience the history and culture of Northcutt. On the wall connected to the elevator, there is a 100-year-old textured photograph featuring the founder, John W. Northcutt, and his earliest partner, Carl F. Walling, proudly standing outside their shoe store. Another photo, taken around 1910, shows a bearded salesperson in a creased suit standing beside a pile of shoe boxes inside the store, appearing quite small. The boxes are stacked along the walls, reaching up to the ceiling. New employees are traditionally required to familiarize themselves with the space here. There is a John W. Northcutt Memorial Room where the annual shareholder meeting, employee meeting, and awards ceremony are held. The walls of this room are adorned with photographs of the store, all of which are precious heritage and culture of Northcutt, memories of every generation of Northcutt people. Appreciation and understanding of Northcutt cannot be separated from a thorough grasp and comprehension of its corporate culture. This is why the importance and value of culture are emphasized to new employees from the moment they start working at the company. On a special day, in a conference room on the fifth floor of the building, a dozen men and women dressed smartly and neatly sat around a U-shaped gray table. They belonged to different races, many were under 30, and some were barely in their twenties. They were all new employees of Northcutt, who would spend the day here as part of their introduction to the company, marking the beginning of their career in this fashion chain. In front of each person was a one-inch thick blue folder labeled "Welcome." Inside the folder, there was a single sheet of paper with the following text:
When we travel on the road of life, we encounter opportunities that help us grow. We should recognize that these are the keys to opening doors to a bright future. We desire the support of our colleagues, knowing that good communication is crucial to our success. Sharing the joy of ideas gives us more choices. Our reward is gaining the knowledge that was once held by those in higher positions. Welcome to Northcutt. Our doors are always open to you. P2-3