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Robert Spector Quotes

Mom & pop stores are not about something small; they are about something big. Ninety percent of all U.S. businesses are family owned or controlled. They are important not only for the food, drink, clothing, and tools

Mom & pop stores are not about something small; they are about something big. Ninety percent of all U.S. businesses are family owned or controlled. They are important not only for the food, drink, clothing, and tools they sell us, but also for providing us with intellectual stimulation, social interaction, and connection to our communities. We must have mom & pop stores because we are social animals. We crave to be part of the marketplace.

Robert Spector
Mom, Animal, Community
Robert Spector (2010). “The Mom & Pop Store: True Stories from the Heart of America”, p.4, Bloomsbury Publishing USA

Don't reinvent the wheel. Focus on winning one customer at a time. Be honest and sincere. Do what's right. There's nothing magical about this. That's been my guiding principle. To make it work, you have to live it every day. Make it your mindset.

Robert Spector
Winning, Guiding Principles, Focus
Robert Spector, Patrick D. McCarthy (2012). “The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry”, p.46, John Wiley & Sons

A can-do attitude, a positive personality, and a strong work ethic are still the primary ingredients for success at Nordstrom.

Robert Spector
Strong, Attitude, Work Ethic
Robert Spector, Patrick D. McCarthy (2012). “The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry”, p.29, John Wiley & Sons

People always ask me, how do you teach core values? The answer is, you don't. The goal is not to get people to share your core values. It's to get people who already share your core values.

Robert Spector
People, Goal, Answers
Robert Spector, Patrick D. McCarthy (2012). “The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry”, p.28, John Wiley & Sons

It's hard not to fall in love with Seattle on a beautiful summer's day.

Robert Spector
Beautiful, Summer, Falling In Love

Recognition is powerful, as long as it's authentic and specific. Whatever their level on the inverted pyramid, employees wants to feel needed and valued.

Robert Spector
Powerful, Pyramids, Long
Robert Spector, Patrick D. McCarthy (2012). “The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry”, p.47, John Wiley & Sons

Nordstrom believes that great service begins with showing courtesy to everyone-customers, employees, and vendors.

Robert Spector
Believe, Courtesy, Vendors
Robert Spector, Patrick D. McCarthy (2012). “The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry”, p.9, John Wiley & Sons

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