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.
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.
Do 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.