Meeting expectations is good. Exceeding expectations is better.

If it's not impossible, you may as well try. If it is impossible, at least you'll find out why.

When things go wrong, your best recovery effort is required. But don't just provide the missing piece (that's the recovery), also provide uniquely personal assistance (that's the memorable effort).

The shelter of excuses has a leaky roof.

Double-check your voice mail message. Listen to your on-hold words and music. Write welcoming scripts for your telephone team. Pay attention to the music in your office and lobby areas. Make sure what your customers hear sounds good.

Be confident enough to encourage confidence in others.

Promise too much and you'll have plenty of room to fail. Promise little and you'll have plenty of room to excel.