You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.

If you're not serving the customer, your job is to be serving someone who is.

I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important.

We have 50,000 moments of truth every day.

The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.

The only thing that counts is a satisfied customer.

Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.