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

SAS is 'created' 50 million times a year, 15 seconds at a time. These 50 million 'moments of truth' are the moments that ultimately determine whether SAS will succeed or fail as a company. They are the moments when we must prove to our customers that SAS is their best alternative.

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

The only thing that counts is a satisfied customer.

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

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

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