Giving great service requires the right people and the right service tools.
Constant acts of goodness are worth far more than rare acts of greatness.
If they're going to remember the problem, make sure they remember it fondly.
Do what's right and you'll never go wrong.
If you want to interest people, make them think. If you want to inspire people, make them feel.
If you want to stay in business, satisfy customers. If you want to excel in business, delight customers.