There is no prize in sales for second place. It's win or nothing. The masters know this and strive for - they fight for - that winning edge.

Loyalty is earned with friendliness, responsiveness, ease of doing business, fair value, and the good feeling customers get when they call you, visit you, or interact with you.

Change is REFINEMENT. Change is GROWTH. Change is MOVEMENT. Change is OPPORTUNITY.

Every time a customer calls or you call a customer, you have an opportunity and a choice. What choice are you making?

Biggest question: Isn't it really 'customer helping' rather than customer service? And wouldn't you deliver better service if you thought of it that way?

I graduated from high school in 1963. There were no computers, cell phones, Internet, credit cards, cassette tapes or cable TV.

If all it takes is an angry stranger to ruin your day, what are you going to do if something really serious happens? Why give someone else control of your life like that?