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

We have 50,000 moments of truth every day.

Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.

Quality doesn't mean we have to be 100 percent better in any one thing; it means we strive to be 1 percent better in 100 things.

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.

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

The only thing that counts is a satisfied customer.