Bruce Nordstrom Quotes

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.

The customer is usually wrong, but statistics indicate that it doesn't pay to tell him so

You know the old adage that the customer's always right? Well, I kind of think that the opposite is true. The customer is rarely right.

I worked at Ikea as a customer service rep for two years and loved it.

If I don’t start having service I’m going to swap you all for a dog and shoot the dog.

The customer is always right...even when they're wrong.

Dealing with people is probably the biggest problem you face, especially if you are in business. Yes, and that is also true if you are a housewife, architect or engineer.

The next time you face a customer who has every right to be upset, say something like this: 'I don't blame you for feeling as you do. If I were you, I'd feel exactly the same way. What would you like for me to do?' These are magical, healing words, and you'll be surprised at how reasonable people become when they believe you are on their side.

Your most unhappy customers are your greatest source of learning.

In February of 1996, about six months after I created eBay, I started receiving a spate of complaints. Everyone was complaining about each other. I felt very much like I was a parent who had to adjudicate the brothers beating each other up.

It was easy for me in my bathrobe to provide really great customer service. As an introvert, it's really much easier to do than when standing in a retail store.

The customer is not always right.

One, we committed to put about 650 people in the field to focus totally on customer satisfaction.

I became very attentive to customers because I was desperate not to have people leave and never come back.

Spend a lot of time talking to customers face to face. You'd be amazed how many companies don't listen to their customers.

You have to realize that the customer really is king. People who go into more established businesses probably have to be careful not to be casual about that. When you have a brand-new business, and nobody knows who you are, you know you have to work really hard for your customers.

I don't have a problem with conflict. I'm not a stranger to high-pressure situations. I've been there, believe me.

There are a lot of people who touch the customer.

Last, in restaurants you spend a lot of time dealing with people who are very unhappy. Soup has been spilled on their laps, they've waited 10 minutes to get their check so they can leave, and you learn how to listen, I think, in a much more proactive way than government does.

A satisfied customer is the best business strategy of all.

No business can stay in business without customers. How you treat - or mistreat - them determines how long your doors stay open.

I'll tell you something: my dad was a nuclear engineer and he was really bright, and I've always said that because of negotiating at such a young age with my dad, it was really such a gift because I could then negotiate with very difficult personalities - and not end up being the scapegoat. I learned to really pick and choose my battles.

I have always said that everyone is in sales. Maybe you don't hold the title of salesperson, but if the business you are in requires you to deal with people, you, my friend, are in sales.

Never shoot your customers.

In the restaurant business, you learn quickly there's no margin in having enemies.