Jan Carlzon Quotes

• Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.

  Jan Carlzon

  Opportunity, Form, Aspect

  50 Copy quote

• If you're not serving the customer, your job is to be serving someone who is.

  Jan Carlzon

  Inspirational, Loyalty, Jobs

  59 Copy quote

• An individual without information can't take responsibility. An individual with information can't help but take responsibility.

  Jan Carlzon

  Responsibility, Information, Helping

  51 Copy quote

• You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.

  Jan Carlzon

  Inspirational, Educational, Littles

  58 Copy quote

• The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.

  Jan Carlzon

  Organization, Perception, Stories

  56 Copy quote

• SAS is 'created' 50 million times a year, 15 seconds at a time. These 50 million 'moments of truth' are the moments that ultimately determine whether SAS will succeed or fail as a company. They are the moments when we must prove to our customers that SAS is their best alternative.

  Jan Carlzon

  Years, Alternatives, Succeed

  51 Copy quote

• The only thing that counts is a satisfied customer.

  Jan Carlzon

  Satisfied Customers, Satisfied, Customers

  28 Copy quote

• Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.

  Jan Carlzon

  Responsibility, Giving, Release

  38 Copy quote

• A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.

  Jan Carlzon

  Leader, Design, Inspire

  39 Copy quote

• Problems should be solved on the spot, as soon as they arise. No front-line employee should have to wait for a supervisor's permission

  Jan Carlzon

  Should Have, Waiting, Lines

  38 Copy quote

• Do not fear adversity. Remember, a kite rises against the wind rather than with it. People are not willing to take risks when they feel afraid or threatened. But if you manage people by love-that is, if you show them respect and trust-they start to perform up to their real capabilities.

  Jan Carlzon

  Real, Teaching, Learning

  38 Copy quote

• Quality doesn't mean we have to be 100 percent better in any one thing; it means we strive to be 1 percent better in 100 things.

  Jan Carlzon

  Mean, Excellence, Quality

  39 Copy quote

• If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway.

  Jan Carlzon

  Educational, Suffering, Care

  43 Copy quote

• Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!

  Jan Carlzon

  Communication, Mean, Example

  29 Copy quote

• We have 50,000 moments of truth every day.

  Jan Carlzon

  Moments, Moment Of Truth

  19 Copy quote

• I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important.

  Jan Carlzon

  Organization, Goal, Important

  "The Art of Loving". Interview with George Gendron, www.inc.com. May 1, 1989.

  18 Copy quote

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