Fabled Service

Betsy Sanders started as a $2.46-an-hour clerk at Nordstrom’s in 1971.

Almost two decades later, she retired as the head of the department store chain’s Southern California division.

Fabled Service, subtitled Ordinary Acts, Extraordinary Outcomes, was written by Sanders, but it isn’t really about her own career or Nordstrom’s in general.  Rather, Fabled Service is all about what it takes to build a sterling reputation for service.

We’re not talking well-known, respected, or even famous service.  We’re talking about legendary, fabled service.

Such service lives on in stories that get told and retold, sometimes even enhanced to mythic proportions.  Many people I’ve talked with have a Nordstrom’s story to tell.

In her book, Sanders describes how to define, establish and maintain a spectacular service paradigm.  According to the author, everyone is a client/customer.  The leadership of an organization must commit itself to service, not be resigned to it.  And, this type of service must become the standard ñ a habit that’s expected at all times.

Sanders’ ideas are hardly earth shattering.  But, like many great truths, they do bear repeating.

In fact, you can put the Sanders concepts to use right in you laboratory.  For instance, let’s say a dentist goes to the office in the middle of the night to fix a patient’s broken or aching front tooth.  That grateful patient will stay with that dentist for life.  Why, she’ll talk about your glorious deed to anyone who will listen!

Want to differentiate your laboratory from the one down the street?  This book will help you start to think about and discuss your current and future service levels.  If you and yours would like to grow in this direction, buy this quick-reading book, and share it with your staff.

This edition is one of the Warren Bennis Executive Briefing Series, which means it only takes a couple of hours to read, while still hitting all the highlights.  The writing is pleasant and you’ll enjoy the anecdotes about Nordstrom’s as well as other companies and businesspeople.

If you would like to be fabled for your service, look no further than Betsy Sanders’ Fabled Service.