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TRSA announces keynote address for Annual Conference
Apr '11
The Textile Rental Services Association of America (TRSA), the only organization advocating and representing the interests of independent operators, national chains and associates to protect and expand the markets for textile services, announced that international bestselling author of The Nordstrom Way: Inside Story of America's #1 Customer Service Company and the recently released The Mom & Pop Store: True Stories from the Heart of America Robert Spector will kick off the TRSA Annual Conference & Exhibits, October 16-19, 2011 at The Westin Kierland in Scottsdale, AZ.

“Customer service is critical to growth and retention,” said TRSA President Joseph Ricci, “Robert is the authority on the authority of customer service Nordstrom and with the additional insight culled from his research of small, independent operators from across the country, he will offer practical, take-home value for every attendee.”

Spector's address, The Nine Management Principles of Customer Service, will explore the concepts that have made Nordstrom the gold standard for customer service and an inspiration to companies and organizations in every walk of life. Attendees will learn how Nordstrom creates, maintains, encourages, and nurtures a 55,000-employee culture that is 100-percent committed to serving the customer while encouraging and empowering employees to become other-centered rather than self-centered.

Although built around Nordstrom, the presentation includes insights from other companies Spector has written about including Amazon.com and Starbucks as well as customer-service ideas from the small, independent businesses as profiled in his latest book, The Mom & Pop Store: True Stories from the Heart of America.

Spector is a leading international speaker on world-class customer service and corporate culture and his work has been published in a wide variety of publications, including The Wall Street Journal, The New York Times, Details, Women's Wear Daily, Sports Illustrated, USA Today, and NASDAQ Magazine.

The TRSA Annual Conference & Exhibits will feature:

• 20+ interactive educational sessions
• Half-Day High-Demand Industry Workshops
• 70+ associate product and service solutions
• TRSA Committee Meetings
• Facility/Plant Tour

The TRSA Annual Conference & Exhibits brings together hundreds of executives, owner/operators and management from independent and national companies providing textile services to the hospitality, industrial, manufacturing, services and healthcare markets. The TRSA Annual Conference & Exhibit provides an opportunity to build the professionalism of textile service company teams, reward top performers and increase management retention that directly improves the bottom line.

Textile Rental Services Association of America (TRSA)

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