Robert Spector
Auteur van Amazon.com: Get Big Fast
Over de Auteur
Robert Spector is a bestselling business book author, international speaker, and consultant on Nordstrom's principles of customer service. His clients include companies such as Charles Schwab, Infiniti, Pfizer, Humana, and Wells Fargo. He has written for the New York Times, the Wall Street Journal, toon meer and Sports Illustrated. For more information or to contact Robert, visit www.RobertSpector.com. Patrick McCarthy was with Nordstrom for more than thirty years and retired as the company's all-time top-performing salesperson. toon minder
Fotografie: Robert Spector
Werken van Robert Spector
The Mom & Pop Store: How the Unsung Heroes of the American Economy Are Surviving and Thriving (2009) 91 exemplaren
The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization (2005) 64 exemplaren
The Nordstrom way to customer experience excellence : creating a values-driven service culture (2017) 10 exemplaren
Lessons from the Nordstrom Way: How Companies are Emulating the #1 Customer Service Company (2000) 9 exemplaren
More Than A Store - Frederick & Nelson 1890 to 1990 (Published in 1990, ISBN 0035503080) 3 exemplaren
Gerelateerde werken
Customer Service: Extraordinary Results at Southwest Airlines, Charles Schwab, Lands' End, American Express, Staples,… (1998) — Introductie — 7 exemplaren
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With "The Mom & Pop Store: How the Unsung Heroes of the American Economy Are Surviving and Thriving," Seattle-based business guru Robert Spector has written a celebration of the traditional virtues of such shops and a proclamation of their continued vitality. Spector crisscrossed the country, speaking to the owners of small operations from classic Jewish delis to Southern barbershops to funky Little Havana fruterias, listening to their stories and asking about their secrets to success. The common themes are no surprise: Customer service and a friendly atmosphere are the not-so-secret weapons against corporate competitors. In Dayton, Bill Furst of Furst Florist says, "We don't want to be the largest; we just want to be the best," before asking the author, "When you came through the front door, were you greeted with a smile?"
The stories that Spector has gathered are cheering testimonials to the value of hard work and creative retailing, heartwarming in this day of conglomerates. Despite his good intentions and obvious affection for his subjects, however, the author provides little evidence that these success stories are the norm rather than the exception.
Although Spector breezily begins with the assertion that "after the apocalypse, the only survivors will be cockroaches and mom & pop stores," he doesn't back it up. He offers few clues to how small-business owners can compete with the Wal-Marts or Best Buys, whose prices are kept low by vast economies of scale and whose computerized "just-in-time" inventories and national distribution offer immediate access to nearly limitless items.
Readers who enjoy Capra-esque stories about plucky general merchandising outfits run by colorful individualists will enjoy Spector's book. Those who are looking for a nuts-and-bolts account of how mom and pop stores can thrive in today's chilly retail climate will have to seek it elsewhere.
From the Cleveland Plain Dealer, September 13, 2009… (meer)