Robert is recognized around the world as the ultimate authority on The Nordstrom Way To Customer Service Excellence. His book is the first and only up-close and personal look at how this company became the national standard of customer service. BusinessWeek said it “bubbles with customer service insights.”

Robert customizes his presentation for each and every client. Before the date of the presentation, he speaks extensively with the client to understand the client’s business model and to discern the client’s particular customer-service challenges.