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 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

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• No reinvente la rueda. Céntrese en ganar un cliente cada vez. Sea honesto y sincero. Haga lo correcto. No hay nada mágico en esto. Ese ha sido mi principio rector. Para que funcione, tienes que vivirlo cada día. Conviértelo en tu mentalidad.

  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

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• 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

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• 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

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

  Robert Spector

  Beautiful, Summer, Falling In Love

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• 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

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• 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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