The cutting edge of service is always being honed and polished.
When things go wrong, your best recovery effort is required. But don't just provide the missing piece (that's the recovery), also provide uniquely personal assistance (that's the memorable effort).
If you haven't given them your trust, you haven't given them enough.
Silent customers can be deadly. Encourage them to complain.
Constant acts of goodness are worth far more than rare acts of greatness.
The right measure is not how many customers you've got, but how closely you hold them.
Always aim for 100 percent and you'll always know where to improve.
Let your imagination soar. What you can do for customers is more than you see today.
The true measure of what you put in, is what's received on the other end.
The most valuable person is the one who cherishes the value in others.
Reaching out takes nothing more than a smile.
Q: When you are already in the lead, how do you to stay ahead?
Be the mirror in which people admire their true potential.
Create a compelling service vision. When people want to, they will.
Promise too much and you'll have plenty of room to fail. Promise little and you'll have plenty of room to excel.
Preparation is good, but customers need results.
It's fine to wait for an appropriate time, but it's inappropriate to wait forever.
The bottom line is a by-product of taking care of your main product - your customers.
When your staff are 'information-rich', their information can make you rich!
Testimonials describe what has been, and are a promise of what is to come.
Words not kept break more than a promise.
In a service situation, each delay can mean many unsatisfied customers, each one telling many more.
You are as important as you make others feel.
Without commitment, no price will be low enough. With commitment, no price will be too high.
Enjoy your work so that others may enjoy the results.
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