BETSY SANDERS worked with Nordstrom, Inc. for 19 years. During that time, she served as VP and general manager. In that capacity, she was responsible for the inception and development of the Southern California region--the company's largest and most profitable division, generating $1 billion in annual revenues.At present, Sanders is a consultant specializing in developing and implementing comprehensive business and marketing strategies, customer service objectives, quality performance standards, and leadership potential. She replaced First Lady Hillary Rodham Clinton on the WalMart Board of Directors and also serves on the boards of Carl Karcher Enterprises, H.F. Ahmanson Company, and Vons Companies, Inc., among others. She is founder and director of The National Bank of Southern California, director and second vice-chairman of the Los Angeles Chamber of Commerce, and director and chairman of the United Way of Orange County.

• ForewordIntroduction1. The Road to Fabled Service2.Fabled Service is a Way of Life3. Fabled Service is Defined by the Customer4.Fabled Service is Everyone's Job5. Fabled Service is Designed into the System6. Fabled Service is Inseparable from Integrity7. Fabled Service is Empowered by Leadership

BETSY SANDERS worked with Nordstrom, Inc. for 19 years. During that time, she served as VP and general manager. In that capacity, she was responsible for the inception and development of the Southern California region--the company's largest and most profitable division, generating $1 billion in annual revenues.At present, Sanders is a consultant specializing in developing and implementing comprehensive business and marketing strategies, customer service objectives, quality performance standards, and leadership potential. She replaced First Lady Hillary Rodham Clinton on the WalMart Board of Directors and also serves on the boards of Carl Karcher Enterprises, H.F. Ahmanson Company, and Vons Companies, Inc., among others. She is founder and director of The National Bank of Southern California, director and second vice-chairman of the Los Angeles Chamber of Commerce, and director and chairman of the United Way of Orange County.

• ForewordIntroduction1. The Road to Fabled Service2.Fabled Service is a Way of Life3. Fabled Service is Defined by the Customer4.Fabled Service is Everyone's Job5. Fabled Service is Designed into the System6. Fabled Service is Inseparable from Integrity7. Fabled Service is Empowered by Leadership