Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.
Jan CarlzonDo not fear adversity. Remember, a kite rises against the wind rather than with it. People are not willing to take risks when they feel afraid or threatened. But if you manage people by love-that is, if you show them respect and trust-they start to perform up to their real capabilities.
Jan Carlzon