When you see the need, take the action.
Could you achieve the possible without trying? Could you achieve the impossible if you refuse to stop trying?
When your staff are 'information-rich', their information can make you rich!
Always do what you can do instead of worrying about what you can't.
Occasionally problems will occur. When it happens to your customers, fix the problem fast. Make it your speed and generosity that gets remembered, not the problem.
Employees are the key to your success with customers. Treat them well!