Feb 2013 I received a phone call from Mr. Bruce. It was day one in my Store Mgr role at 362 and Mr. Bruce indicated that an upset customer called HQ. Mr. Bruce took the customer call in Seattle and was following up with me to share the customer contact info. When I told Mr. Bruce is was day one for me, he asked if he could share some advice with me. He said “… when you have a disappointed customer, listen, I mean really listen to the customer, we can usually solve the problem.”
Fast forward 4 years later, I was able thank him in person at the UTC relocation for the advice he gave me and also thank him for what an impact Nordstrom has had on me professionally and personally, no doubt I am a better person because of Nordstrom.