Robert Spector quotes:

A can-do attitude, a positive personality, and a strong work ethic are still the primary ingredients for success at Nordstrom.

Values define who we are, and if they change we will become something else, Peter Nordstrom wrote in the employee publication, Loop. He described practices as ways of doing things and behaviors that express our values.

Nordstrom believes that great service begins with showing courtesy to everyone-customers, employees, and vendors.

It's hard not to fall in love with Seattle on a beautiful summer's day.

The Nordstrom corollary to that philosophy is hire the smile, train the skill.

People always ask me, how do you teach core values? The answer is, you don't. The goal is not to get people to share your core values. It's to get people who already share your core values.

Don't reinvent the wheel. Focus on winning one customer at a time. Be honest and sincere. Do what's right. There's nothing magical about this. That's been my guiding principle. To make it work, you have to live it every day. Make it your mindset.

Recognition is powerful, as long as it's authentic and specific. Whatever their level on the inverted pyramid, employees wants to feel needed and valued.

Mom & pop stores are not about something small; they are about something big. Ninety percent of all U.S. businesses are family owned or controlled. They are important not only for the food, drink, clothing, and tools they sell us, but also for providing us with intellectual stimulation, social interaction, and connection to our communities. We must have mom & pop stores because we are social animals. We crave to be part of the marketplace.