“This poster in a Nordstrom’s department store once caught my attention: “The only difference between stores is the way they treat their customers.” That’s a bold statement. Most stores would advertise the quality of their merchandise or their wide selection as what sets them apart from the rest. The difference between Nordstrom’s and other stores, according to an employee of the competition, is that other stores are organization-oriented; Nordstrom’s is people-oriented. Their employees are trained to respond quickly and kindly to customer complaints. As a result, according to writer Nancy Austin, “Nordstrom’s doesn’t have customers; it has fans.” A study by TARP, Technical Assistance”
“I don't try to imagine a personal God; it suffices to stand in awe at the structure of the world, insofar as it allows our inadequate senses to appreciate it.”
“Anyone who can't learn from other people's mistakes simply can't learn, and that;s all there is to it. There is value in the wrong way of doing things. The knowledge gained from errors contributes to our knowledge base.”
“Smiling with pleasure, they went through their memories, not sad, old people's memories,
but poetic, youthful ones, those impressions from the very distant past where dream merges
with reality, and they laughed softly, rejoicing at something.”
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