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).

Be confident enough to encourage confidence in others.

Plans turn promises into results and dreams into realities.

Meeting expectations is good. Exceeding expectations is better.

Always aim for 100 percent and you'll always know where to improve.

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.

What you did in the past is how you got to today. What you do today is how you will get to the future.