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.

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

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

We have 50,000 moments of truth every day.

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

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