Robert Spector Quotations

I think we're in the process of correcting the pretty much one-way market action of the past couple of weeks, where we came off of those climactic lows and exploded to the upside.

If somebody says, This product comes with a money-back guarantee unless the customer is completely satisfied, it should mean what it says.

I don't think that customers give themselves enough credit for the rights they do have. Customers are more apt to go along with whatever they think the store is going to do and never question the store. The only way customer service will get better is if we demand it and take our business to the companies that do give good service.

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.

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.

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.

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

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.

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

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