Challenge your own status quo - before someone else does.

Promise too much and you'll have plenty of room to fail. Promise little and you'll have plenty of room to excel.

Always aim for 100 percent and you'll always know where to improve.

Double-check your voice mail message. Listen to your on-hold words and music. Write welcoming scripts for your telephone team. Pay attention to the music in your office and lobby areas. Make sure what your customers hear sounds good.

If you want to stay in business, satisfy customers. If you want to excel in business, delight customers.

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

The right measure is not how many customers you've got, but how closely you hold them.