“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 frequently say we should let God out of the Sunday-morning box we try to keep Him in and allow Him to invade our Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, and Sunday too.”
“Natasha, with a vigorous turn from her heel on to her toe, walked over to the middle of the
room and stood still... Natasha took the first note, her throat swelled, her bosom heaved, a
serious expression came into her face. She was thinking of no one and of nothing at that
moment, and from her smiling mouth poured forth notes, those notes that anyone can produce
at the same intervals, and hold for the same length of time, yet a thousand times leave us
cold, and the thousand and first time they set us thrilling and weeping.”
“Porque un líder afirmado que es humilde está dispuesto a aceptar un nuevo desafío, aunque eso signifique tomar riesgos, entregar el poder y perder un grado de autonomía.”
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