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

Compromise in your arguments, not in your expectations.

If you want to interest people, make them think. If you want to inspire people, make them feel.

Preparation is good, but customers need results.

When your staff are 'information-rich', their information can make you rich!

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

Plans turn promises into results and dreams into realities.