West Seattle author reveals the secrets of good customer service
Mon, 04/20/2015
Before Robert Spector came to West Seattle 38 years ago, he was a Chicago guy. He was pretty much broke (his words) and looking for something to do.
He met famous N.W. photographer Jerry Gay in downtown Seattle. Gay offered him an office and a typewriter if Robert would agree to help him publish a picture weekly magazine (Picture Magazine).
The magazine hung on for few years. Robert cut his teeth writing copy, which led to a lifelong effort in writing and editing. He’d had a little experience spending summers working at the Perth-Amboy Daily News.
Fast forward. Robert is leaving town. He met his wife here and his daughter, Faye (now 27), was born here. But he wants to slow down to the pace of life in Bellingham.
Now rewind the movie. Robert Spector was a wanted man. After 35 years of writing and research on companies like Nordstrom’s (The Nordstrom Way-2012) Paccar, Rainier Bank, Kimberly Clark, Simpson Timber and Eddie Bauer, Robert developed a unique job. He writes about company histories. He writes from home, typically so he has no commute, only drives his car when necessary and with the advent of the internet age, he can do a lot of research beyond the company leadership to dig for facts and significant data.
This is important since those coffee table books you see at local books stores are often commissioned by a company to tell their story.
Robert Spector’s name usually comes up when that story begins.
From his early years working in his father’s store in Chicago, Robert “learned to be honest”.
He penned The Mom and Pop Store (2009) (about personal touch).. “People change, values don’t,” he said.
He learned that everyone knows the tune, but they don’t know the lyrics. In his speaking, he says, it is to teach people the lyrics of doing a good job.
Robert learned two immutable truths in his writing and teaching career.
1. Most people want to do a good job and
2. Most people want to be a part of something.
Robert has told many great stories over the years and has a few more in the wings. The story of Frederick & Nelson and the origin of Frango is one of his to tell.
When he isn't at his computer crafting a new book, he is speaking about customer service to groups.