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

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.

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.

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

I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important.

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

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