Robert Spector

“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. ”
― Robert Spector, The Mom & Pop Store: How the Unsung Heroes of the American Economy Are Surviving and Thriving

“Nordstrom believes that great service begins with showing courtesy to everyone—customers, employees, and vendors.”
― Robert Spector, The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry