If you own the problem, you own the customer. If you lose the problem, you lose the customer. It's that simple.

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

Listening is the hard part. Listening is the important part. The hot button is in the prospect's response.

When you begin to give value to the world, somehow the people you affect will find a way to tell you. Even if it takes a couple of years.

How friendly are your companies' first words? Just try this...start all conversations with customers using one of the following words or phrases: 'great!' 'no problem', 'you're in luck', 'that's my favorite problem'.

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.

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