The
Value of Your People
As a retail industry leader, [Betsy Sanders of Nordstroms] frequently met with her competitors for United Way meetings, and on those occasions she would invariably by taken aside by one of her competitors, who wanted to know confidentially, where Nordstrom found all those gung-ho sales people, “We got our people from the same employee pool they did,” recalled Sanders. “The difference between Nordstrom and its competitors was that the Nordstroms didn’t go around talking about how wretched their people were. The Nordstroms thought they had great people. And look at the result.
Robert Spector and Patrick D. McCarthy
The Nordstrom Way