Working in a happy, healthy environment, such as ours, is a privilege. If they take advantage, they only get one warning. On the flip side, we are privileged to have them, so when they perform, they are rewarded. It’s a simple formula. Regardless, if we lose or terminate someone, we invoke our “red carpet in, red carpet out…once an employee, always a friend…unless they steal from us” philosophy. Every single person at MIW must love being here, or it just doesn’t work. If they truly love the company, they usually will work towards bettering it.

On a side note; Every single person working in customer service, especially the airline industry, should be required to work at Nordstrom. Great to model your approach after them!