In my youth, I wanted to be a comedy writer. Then, in 1990, he met Patrick McCarthy, Nordstrom's all-time top salesman. After extensive interviews with McCarthy, Spector drew up a book proposal, but found that publishers were more interested in a piece about Nordstrom itself. The Nordstrom Way focused on Nordstrom's famous commitment to customer service.
Customer service is the business.
The book also began Spector's speaking career. It pays better than being a journalist. Get Big Fast , released April 4. He notes the similarities between the companies, pointing out that Amazon's concern with customer service has translated into a web site that loads quickly, is simple to move around in, and, most important, lets customers shop with ease. My mother used to read this book to me as a kid.