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

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

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

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

If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway.

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.

Problems should be solved on the spot, as soon as they arise. No front-line employee should have to wait for a supervisor's permission