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

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

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

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

A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.

We have 50,000 moments of truth every day.

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