Silent customers can be deadly. Encourage them to complain.

Are people being the least you expect of them, or the best they expect themselves to be?

Challenge your own status quo - before someone else does.

Without commitment, no price will be low enough. With commitment, no price will be too high.

Let your customers say, 'Well, here I am,' while you say, 'There you are!'.

There are two ways to improve your service, and yourself: maximize your strengths and minimize your weaknesses.

Good customers want good quality service. Great customers want it even more.