When customers' expectations change faster than your willingness or ability to serve them, you can be sure they'll be someone else's customers soon.

Convince people and you win their minds. Inspire people and you win their hearts.

Everything ordinary has the potential to be extraordinary.

When things go wrong, your best recovery effort is required. But don't just provide the missing piece (that's the recovery), also provide uniquely personal assistance (that's the memorable effort).

Every service problem is as an opportunity to show you care.

Create a compelling service vision. When people want to, they will.

Don't let doing enough be good enough.