The only way to go further than you've been is to take an extra step.
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).
Service skills are the foundation for your success.
It's fine to wait for an appropriate time, but it's inappropriate to wait forever.
Employees are the key to your success with customers. Treat them well!
If you only give back what you get from other people, you're not giving as much as you can.