Silent customers can be deadly. Encourage them to complain.
When your staff are 'information-rich', their information can make you rich!
Promise too much and you'll have plenty of room to fail. Promise little and you'll have plenty of room to excel.
You cannot change what has already happened. You can always change the way you respond.
No one ever delighted a customer by being 'good enough'.
Every service problem is as an opportunity to show you care.