Don't wait. Tomorrow may be too late to do the things you can today.

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

Meeting expectations is good. Exceeding expectations is better.

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.

Occasionally problems will occur. When it happens to your customers, fix the problem fast. Make it your speed and generosity that gets remembered, not the problem.

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

Never rest on past success. Create something better.