Specialty retail chain Nordstrom is known for its service. But service is a hard thing to figure out. Some customers want lots of attention, others don’t. Here’s how James Nordstrom handled it:
“This is your own business,” Nordstrom tells his people. “Don’t listen to us in Seattle. Listen to your customer.”
When his employees succeed, he rewards them, putting their success ahead of executive egos.
— Adapted from The Stuff of Heroes: The Eight Universal Laws of , William A. Cohen, Longstreet.
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