Bruce Nordstrom

The 1970s crystallized the service mantra as we now know it. ”

Grandpa didn't have any idea of customer service. But he wanted to make a living. Eventually, we saw it was not in our best interest to be arguing with customers. ”

I think we were instrumental in saving downtown Seattle. To me, that's the biggest thing we did. ”

I can remember in my lifetime when we used to argue with customers. ”

Let there be no mistake: John W. Nordstrom was no retail expert. But throughout his life, he did what he had to do - hopefully we all have that in us. ”

You don't know what's going to happen in our business a year from now... so you have to be flexible and adaptable, and that's what we try to do. ”

Heck, nobody gets along perfectly. But what we have is respect for one another. We have a system where one guy can veto anything. ”

I'm not sure how to say this without making it sound corny, but I honestly feel this is the way to run a business. Our work force needs to mirror these communities, and we've got to get aggressive in recruiting and promoting minorities. ”