“This poster in a Nordstrom’s department store once caught my attention: “The only difference between stores is the way they treat their customers.” That’s a bold statement. Most stores would advertise the quality of their merchandise or their wide selection as what sets them apart from the rest. The difference between Nordstrom’s and other stores, according to an employee of the competition, is that other stores are organization-oriented; Nordstrom’s is people-oriented. Their employees are trained to respond quickly and kindly to customer complaints. As a result, according to writer Nancy Austin, “Nordstrom’s doesn’t have customers; it has fans.” A study by TARP, Technical Assistance”
“half of our happiness is determined by factors other than biology. Ten percent is connected to “life circumstances” and the other 40 percent is dependent on our life decisions.
“Don't feel pity for those who will feel disappointed because you have scored! You were trained not to entertain a pity party but to excel in a winning game!”
“...we have more faith in what we imitate than in what we originate. We cannot derive a sense of absolute certitude from anything which has its roots in us. The most poignant sense of insecurity comes from standing alone and we are not alone when we imitate. It is thus with most of us; we are what other people say we are. We know ourselves chiefly by hearsay.”
“you can act your way into feeling long before you can feel your way into action. If you wait until you feel like doing something, you will likely never accomplish it.”
“If you lose hope, somehow you lose the vitality that keeps moving, you lose that courage to be, that quality that helps you go on in spite of it all. And so today I still have a dream.”
“It is substantially true, that virtue or morality is a necessary spring of popular government. The rule, indeed, extends with more or less force to every species of free government.”
“So long as you’re still worried about what others think of you, you are owned by them. Only when you require no approval from outside yourself can you own yourself.” It’s true that when you summon the”
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