`Mr. Jim' Put Customers First -- Retailer James F. Nordstrom Dies At 56

Anyone who has ever purchased clothing or shoes from Nordstrom might recognize the story.

The conscientious shoe-department employee can't find the right size for a customer, so he dashes out into the rain - minus a coat - and runs four blocks to a store warehouse to retrieve the shoes.

Such above-and-beyond customer service is virtually routine at Nordstrom, where a work ethic and drive to serve the customer always has been emphasized by James F. Nordstrom and his family.

Mr. Nordstrom, youngest of four third-generation Nordstroms who turned the local family store into a national chain, helped to make the Nordstrom name synonymous with customer service. As longtime business associate and friend John Torrance recalled, it was Mr. Nordstrom who made that mad dash through rain-soaked downtown Seattle to please a customer.

Mr. Nordstrom died in his Bellevue home yesterday after a long fight with cancer. He was 56.

Employees always called Mr. Nordstrom "Mr. Jim," and his work behind the scenes to inspire them never faltered. Pat McCarthy, a 26-year Nordstrom employee and co-author with Robert Spector of "The Nordstrom Way," published last year, said Mr. Nordstrom always was appreciative and gave employees the feeling they were valued and empowered.

"He brought solidness to the group of leaders and was a good listener, real level-headed and had a real good feel for the business. He was easy to know and fun to be with."

Until last June, Mr. Nordstrom and brother John, cousin Bruce and cousin-in-law Jack McMillan, served as co-chairmen of the Nordstrom board of directors. They successfully guided a former shoe and apparel store into the national arena.

Nordstrom's sales last year topped $4.1 billion. The upscale specialty retail chain now includes 79 stores in 15 states.

The cousins assumed leadership in 1968 when Mr. Nordstrom's father, Elmer, and his brothers, Everett and Lloyd, stepped aside. Nordstrom was founded in 1901 by Swedish immigrant John W. Nordstrom and Carl Wallin. In 1928, Everett and Elmer bought their father's shares and later, Wallin's interest, and were joined by their younger brother Lloyd.

Ever since, the company has been operated by a close-knit group of family members, including Mr. Nordstrom.

Last year, Mr. Nordstrom and his generation turned over the chairmanship to nonfamily members John Whitacre and Ray Johnson, with six fourth-generation Nordstrom cousins becoming co-presidents, including Mr. Nordstrom's sons, Dan and Bill. Mr. Nordstrom and other members of his generation remained on the board of directors.

Mr. Nordstrom was active in community and downtown affairs besides being a leader in his own business. He was fun-loving and easy going, his friends said.

"I'm crushed to lose my baby cousin," Bruce Nordstrom said yesterday. "We spent our lives together, and besides being an excellent business partner - a pillar - he was the best friend I ever had. He had a great joy of life and enjoyed every day."

Bruce Nordstrom said his cousin, a pilot and longtime yachtsman who loved cruising British Columbia and Puget Sound waters, had an instinctive understanding of anything with a motor. He also was good at just about everything else he chose to do. He, like all of the Nordstroms, kept his life private.

Mr. Nordstrom was born in Seattle on Jan. 6, 1940. Bob Monroe, a friend since childhood, recalled Mr. Nordstrom as a "tall, skinny kid who was a fierce competitor in sports." As they grew up and attended Roosevelt High School, Monroe said Mr. Nordstrom's instincts were so good "it was evident he would be successful."

Others also described Mr. Nordstrom as a natural business leader, instinctive about retailing, and who epitomized a belief in customer service.

"Jim stood for everything I like about humanity," said Craig McCaw, the telecommunications pioneer. "He was nice in every way, motivated by kindness and loved to do all the things I like to do (boating and aviation, particularly), and did it in a way that enlisted my highest esteem."

Like all the Nordstroms, James worked his way up in the business.

Bruce Nordstrom and others emphasized that Mr. Nordstrom had great judgment, exercised common sense and always saw issues clearly. Torrance said he was the kind of guy you would ask for advice.

Besides being a savvy and successful businessman, Mr. Nordstrom also was described as a "sensational" storyteller, especially effective in front of groups and in entertaining shareholders at annual meetings. "He told very funny stories," said Spector, the author.

Describing Mr. Nordstrom as a "true-blood Pacific Northwesterner," longtime friend Kirby McDonald said he particularly admired Mr. Nordstrom for always answering his own phone, even when calls were from irate customers.

Mr. Nordstrom was an avid golfer and served as an independent director of the Professional Golf Association Tournament Policy Board. The appointment was "one of his great moments," McDonald said.

Actively involved in a variety of Seattle civic and business endeavors, Mr. Nordstrom served as a trustee for Swedish Medical Center, founded by his grandfather, Nils A. Johanson, and as a trustee for Stanford University School of Business. He actively supported the University of Washington from which he graduated in 1962.

Mr. Nordstrom and his family were part owners of the Seattle Seahawks from 1976, when the football team came to Seattle, until 1988 when it was sold to Ken Behring.

Besides his wife, Sally Anderson, survivors include sons Bill, Dan, Charles and James Jr.; four grandchildren; his mother Katherine Nordstrom; and brother John.

A private memorial service is planned. Remembrances may be sent to the Bellevue Boys & Girls Club, 209 100th Ave. N.E., Bellevue, 98004.