“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”
“Civil Disobedience, mass or individual, is an aid to Constructive effort and is a full substitute for armed revolt. Training is necessary as well for Civil Disobedience as for armed revolt. Only the ways are different.… Training for military revolt means learning the use of arms, ending perhaps in the atomic bomb. For Civil Disobedience it means the Constructive Program.”
“Piter spoke to Jessica. "I'd thought of binding you by a threat held over your son, but I begin to see that would not have worked. I let emotion cloud reason. Bad policy for a Mentat.”
“The majority of people are ready to throw their aims and purposes overboard, and give up at the first sign of opposition or misfortune. A few carry on DESPITE all opposition, until they attain their goal. These few are the Fords, Carnegies, Rockefellers, and Edisons. There may be no heroic connotation to the word persistence, but the quality is to the character of man what carbon is to steel.”
“shall be able to kindle the same in you. But one cannot light a piece of stone. Only those of you who have some oil and wick in them will light their lamp with this matchstick of mine.”
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