Pat McCarthy
Pat spent 30 years as a salesman at Nordstrom, where their legendary focus on service enabled him to create a customer list in excess of 12,000. He was the top salesman in the whole company for 15 of those years, having been the first employee to sell a million dollars worth of clothing in a single year.
In 1995, John Wiley and Sons published the first edition of Customer Service, the Nordstrom Way, which he co-authored with Robert Spector. Today, the book is in its third edition, in six languages, and a fourth edition, including an electronic edition, is in the works for 2011. The book is being used in many university business courses and MBA programs.
For the last 15 years, Pat has given inspiring and educational presentations based on the book and his experiences working at Nordstrom. He talks about mentoring, coaching and teaching creating a foundation that an employee can build on, to create his own job, a business within a business, his own franchise. His presentation is humorous and informative, keeping it interesting and conversational, while educating his audience.
Pat's clients have included insurance companies, brokerage firms, hospitals, legal and medical offices, a cruise company, an auto manufacturer, chambers of commerce, travel businesses, a Japanese department store and hotel, and even a tire company. Pat is able to translate his views of customer service to apply to all these various businesses, showing them how to keep a customer and develop a relationship that will last.
In the current business climate, where customers are getting harder to find, and employers are concerned about the acceptance of their products, Pat's message of relationship building and developing a process of customer care is especially timely.
Pat spent 30 years as a salesman at Nordstrom, where their legendary focus on service enabled him to create a customer list in excess of 12,000. He was the top salesman in the whole company for 15 of those years, having been the first employee to sell a million dollars worth of clothing in a single year.
In 1995, John Wiley and Sons published the first edition of Customer Service, the Nordstrom Way, which he co-authored with Robert Spector. Today, the book is in its third edition, in six languages, and a fourth edition, including an electronic edition, is in the works for 2011. The book is being used in many university business courses and MBA programs.
For the last 15 years, Pat has given inspiring and educational presentations based on the book and his experiences working at Nordstrom. He talks about mentoring, coaching and teaching creating a foundation that an employee can build on, to create his own job, a business within a business, his own franchise. His presentation is humorous and informative, keeping it interesting and conversational, while educating his audience.
Pat's clients have included insurance companies, brokerage firms, hospitals, legal and medical offices, a cruise company, an auto manufacturer, chambers of commerce, travel businesses, a Japanese department store and hotel, and even a tire company. Pat is able to translate his views of customer service to apply to all these various businesses, showing them how to keep a customer and develop a relationship that will last.
In the current business climate, where customers are getting harder to find, and employers are concerned about the acceptance of their products, Pat's message of relationship building and developing a process of customer care is especially timely.
