Betsy Sanders, a former vice president and general manager with the extraordinarily consumer-oriented Nordstrom department-store chain, believes that true success on the sales floor stems from dedicated leadership in the management ranks and a steadfast commitment to related ideals from those at the top on down. In Fabled Service: Ordinary Acts, Extraordinary Outcomes, Sanders outlines the fundamentals for others who would like to achieve the legendary customer-friendly status that is widely accorded her former employer. The outcome, she stresses, is service that is so effective that it actually influences the decisions of shoppers.