Even a tiny step is one step closer to where you are going.
When the customer makes contact, he does not want a quote. He wants a commitment.
Reaching out takes nothing more than a smile.
You cannot change what has already happened. You can always change the way you respond.
Quality is more than a promise, it's genuine performance.
Are you moving forward, or just moving?
What matters more? What you said you'd do, what you hoped to do, or what you did?
Money has a fixed value. People can have unlimited value.
Service is taking action to create value for someone else.
Instead of just asking 'How did I do?' ask 'How can I do more?'
Exceeding expectations is where satisfaction ends and loyalty begins.
When customers' expectations change faster than your willingness or ability to serve them, you can be sure they'll be someone else's customers soon.
If your customers are demanding, be thankful.
Be the mirror in which people admire their true potential.
Q: When you are already in the lead, how do you to stay ahead?
The first step to delighting your customers is being there when they need you.
Employees are the key to your success with customers. Treat them well!
Don't just talk about it, do it.
Listen to customers and you will hear them. Look carefully at customers and you will see them. Do both and you will understand them.
When your staff are 'information-rich', their information can make you rich!
Things that are obvious don't need to be talked about. Things that are missing, do.
Say it with words. Show it with action.
A great leader makes what is visible in their mind, visible to all.
Without commitment, no price will be low enough. With commitment, no price will be too high.
If they're going to remember the problem, make sure they remember it fondly.
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