​Jordan Graham

I have been working at Nordstrom in Bellevue Square for almost three years now. I am a barista in the espresso bar that is embedded in the store. My role as a Nordstrom barista is to create and serve high quality espresso beverages to Nordstrom and Bellevue collection clientele. I also have a hand in the organization and management of the bar itself and the rest of the team when needed. I also take orders and special requests from our all star Nordstrom staff that serve our level 4 shopping customers, as well as help with special events within the department store itself. This experience has been very valuable to me because I have gained a lot of practical skills and knowledge. Mostly in terms of customer service, I have had to work with (and deal with) many different types of people including Nordstrom employees and difficult customers. I have also learned to utilize both given resources, and working as a team to develop resources within eachother.

 

Willingness to examine one’s social location/identity/power and its influence on one’s engagement

This job has been very rewarding to me. I have learned the importance of hard work and commitment. Coming into college, my parents made a deal with me that they would pay for my tuition if I paid for my living expenses (rent/food). I have learned about the big picture, and how every little piece of a company works together to bring a product to customers that will keep them coming back. I have integrated myself into a company that thrives on customer service and loyalty. So much in fact that I know if I ever want to come back to the company in the future they would hire me in a heartbeat. I have also learned that it can be very simple to make people happy. A small interaction with people every time they come to get coffee can be very impactful, as seen through our regulars who come at least once a day. Or even a complete stranger, our five minute interaction can really make or break their day. That being said, I believe that I have been able to examine my own location/identity and it’s influence on one’s engagement in the company. Through these small experiences, I believe I have been able to understand why the smaller picture components all work together cohesively to create a final product or company.

 

Productively mentor others

I have also been able to be a trainer/mentor to other people, as well as develop a network of support for myself and for Nordstrom as an organization. When new employees are hired, they go through a training program that lasts about 2 weeks before they are fully ready to take the floor. Our manager Rachael is not always at the bar during the same times as our new people, so often the responsibility of training/further education falls on the more senior employees at the bar (me). I have had the chance to mentor 8 new employees in the last 2 years at the bar, training them on the company, or customer base, and helping them find a way to memorize and master our 100+ drink combinations. This mentorship also continues into the first few months of the their employment, as there are typically many details that are missed in initial training that come up during an actual shift.

 

Effectively and efficiently manage resources

At the Nordstrom Espresso bar, we utilize a tool called the “Red Book” every day the bar is open. In this book, we record daily sales goals and hourly totals, record times certain tasks are completed, chores for the day and if we did them or not, and break schedules are planned out every day. We also utilize this book as our main form of communication between baristas and management, as not everyone works every day of the week. We are able to write notes about certain things that happen every day, things to do for the next day, or fun, encouraging notes to the rest of the team. This book is our main form of communication, but we also have a general white board that we are able leave notes and encouraging words to each other on. This also tracks team progress for monthly goals and quarterly goals.

 

Engage in a cycle of application, evaluation, and modification to their leadership practice

Every year, Nordstrom management administers Annual Performance Reviews (APRs). This is an evaluation of how you have done in the past year, and different areas of improvement you could work on. The manager fills out the evaluation form, and then we have an hour meeting going over and discussing/reflecting on m contribution, my skills, and my future with the company. This allows for a jumping off point of the direction I want to go within the job every year. I have had three so far and they have all gone great. Another aspect of this annual review, is participating in Advanced Barista Training, which evaluates our skill set, and teaches those areas that could use improvement while giving skills and training modules to further their barista and leadership skills. Capacities Addressed: Willingness to examine one’s social location/identity/power and its influence on one’s engagement Effectively and efficiently manage resources Productively mentor others Engage in a cycle of application, evaluation, and modification to their leadership practice