The only way to go further than you've been is to take an extra step.

Acting after being asked is compliance. Acting without being asked is kindness.

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

Intelligence is useful. Energy is valuable. Integrity is essential.

A: Set the pace and rule the race. Seek new ways to differentiate, new ways to surprise and delight your customers.

If you want to stay in business, satisfy customers. If you want to excel in business, delight customers.

Let your customers say, 'Well, here I am,' while you say, 'There you are!'.