Exceeding expectations is where satisfaction ends and loyalty begins.
Create a compelling service vision. When people want to, they will.
Quality is a choice. Choose to make it better.
You cannot change what has already happened. You can always change the way you respond.
Let your customers say, 'Well, here I am,' while you say, 'There you are!'.
When only a little can be done, doing it becomes the greatest you can do.