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

Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.

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.

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.

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

The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.