Make your service systems so strong that everyone looks like a genius.

To see like a customer, be like a customer.

You can't always hire great service providers, but you can create them.

First be effective and then be efficient.

Are you doing only what you must or doing all you can?

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

Focus not on who you are, but on what you can do for others.