Always trust people and they may let you down. Always distrust people and you have let them down.

Don't wait. Tomorrow may be too late to do the things you can today.

Only a well-oiled machine runs smoothly.

Silent customers can be deadly. Encourage them to complain.

If customers say you're just 'all right', you've not done enough, you've failed to delight.

Occasionally problems will occur. When it happens to your customers, fix the problem fast. Make it your speed and generosity that gets remembered, not the problem.

You can't find what doesn't exist, but you can create it.