Memorable customer service can only take place in a human-to-human situation.

Resilience is not what happens to you. It’s how you react to, respond to, and recover from what happens to you.

Take your job seriously, BUT don't take their complaints personally. If you take it personally you'll get upset and lose your edge. If you take it too personally, you'll lose your edge and your job. If you take it seriously -- it's you with them. If you take it personally, it's you against them. What steps can you take to ensure keeping your cool?

You can't be a winner if you're a whiner...wiener.

Most salespeople are half prepared. They know everything about their company and their product. They know nothing about their prospect.

People who are cocky and arrogant say, 'I know that' and move along. People who are confident and positive ask themselves,' How good am I at that?' and seek to improve

Home Depot knows 'the more they help, the more they sell'-oh by the way, for the 'bottom liners' who disagree-it's also vice-versa.