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.

We have 50,000 moments of truth every day.

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

An individual without information can't take responsibility. An individual with information can't help but take responsibility.

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

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

Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!