When your staff are 'information-rich', their information can make you rich!

The shelter of excuses has a leaky roof.

A: Set the pace and rule the race. Seek new ways to differentiate, new ways to surprise and delight your customers.

What matters more? What you said you'd do, what you hoped to do, or what you did?

First be effective and then be efficient.

Instead of just asking 'How did I do?' ask 'How can I do more?'

Sometimes we become so expert in our own domain, we forget that customers may be less familiar.