What matters more? What you said you'd do, what you hoped to do, or what you did?
What you did in the past is how you got to today. What you do today is how you will get to the future.
Giving great service requires the right people and the right service tools.
If they're going to remember the problem, make sure they remember it fondly.
Preparation clears a pathway for success.
Developing great employees attracts great customers.