Scott Kitchens

“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, The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry

“There are three groups of people with respect to empowerment: Those who get it. Those who really want to get it. Those who probably will never get it.”
― Robert Spector, The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry

“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, The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry

“Our people don’t have one look, one background, one culture,” says Erik. “The common thread is they are themselves. They are genuine.”
― Robert Spector, The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry