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.

When you see the need, take the action.

In a service situation, each delay can mean many unsatisfied customers, each one telling many more.

Make your service systems so strong that everyone looks like a genius.

Silent customers can be deadly. Encourage them to complain.

Money has a fixed value. People can have unlimited value.

Service is the ultimate edge. Keep it sharp.