Make your service systems so strong that everyone looks like a genius.
Making an honest mistake is acceptable. Failing to fix it is not.
A: Set the pace and rule the race. Seek new ways to differentiate, new ways to surprise and delight your customers.
Listen to customers and you will hear them. Look carefully at customers and you will see them. Do both and you will understand them.
When only a little can be done, doing it becomes the greatest you can do.
Let your customers say, 'Well, here I am,' while you say, 'There you are!'.