“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”
“It is not a shame to be knocked down by other people. The important thing is to ask when you're being knocked down, 'Why am I being knocked down?' If a person can reflect in this way, then there is hope for this person.”
“You cannot be my friend and use the N- word around me. I feel strongly about it… I always think of the millions of people who heard that as their last word as they were hanging from a tree.”
“We are prone to judge success by the index of our salaries or the size of our automobiles rather than by the quality of our service and relationship to mankind.”
“Keep moving; don't stop by to check on whoever else is not willing to go. The entire road is yours to speed on till you get there. Never be discouraged!”
“If my theory of relativity is proven successful, Germany will claim me as a German and France will declare me a citizen of the world. Should my theory prove untrue, France will say that I am a German, and Germany will declare that I am a Jew.”
“If there is anyone out there who still doubts that America is a place where all things are possible; who still wonders if the dream of our founders is alive in our time; who still questions the power of our Democracy; Tonight is your answer.”
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