The starting point is always now. The end is up to you.

There are two ways to improve your service, and yourself: maximize your strengths and minimize your weaknesses.

Industry jargon may not be a language your customer understands.

Sometimes we become so expert in our own domain, we forget that customers may be less familiar.

Your approval gives others the confidence to serve, to learn, to try.

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

There's no such thing as the very best. If you're doing your best, it's only because you haven't yet found a way to do better.