The first step to delighting your customers is being there when they need you.

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.

Plans turn promises into results and dreams into realities.

Exceeding expectations is where satisfaction ends and loyalty begins.

Passion isn't always available. The committed get things done even without it.

Never rest on past success. Create something better.

First be effective and then be efficient.