Focus not on who you are, but on what you can do for others.

There's no such thing as the very best. If you're doing your best, it's only because you haven't yet found a way to do better.

Double-check your voice mail message. Listen to your on-hold words and music. Write welcoming scripts for your telephone team. Pay attention to the music in your office and lobby areas. Make sure what your customers hear sounds good.

When things go wrong, your best recovery effort is required. But don't just provide the missing piece (that's the recovery), also provide uniquely personal assistance (that's the memorable effort).

Employees are the key to your success with customers. Treat them well!

If you want to stay in business, satisfy customers. If you want to excel in business, delight customers.

No one ever delighted a customer by being 'good enough'.