The only thing that counts is a satisfied customer.

The only thing that counts is a satisfied customer.

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

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

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

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.

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.