Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.
The complaining customer represents a huge opportunity for more business.
Revolve your world around the customer and more customers will revolve around you.
The longer you wait, the harder it is to provide outstanding customer service.
Every contact we have with a customer influences whether or not they'll come back. We have to be great every time or we'll lose them.
Customer service is not a department, it's everyone's job.
Customer service shouldn't just be A department, it should be the entire company.
Unless you have 100% customer satisfaction, you must improve.
The man who will use his skill and constructive imagination to see how much he can give for a dollar, instead of how little he can give for a dollar, is bound to succeed.
The best way to find yourself is to lose yourself in the service of others.
I don't build in order to have clients. I have clients in order to build.
Good leaders must first become good servants.
Repeat business or behavior can be bribed. Loyalty has to be earned.
In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts
You've got to look for a gap, where competitors in a market have grown lazy and lost contact with the readers or the viewers.
If put to the pinch, an ounce of loyalty is worth a pound of cleverness.
Men are rich only as they give. He who gives great service gets great rewards.
Excellent firms don't believe in excellence - only in constant improvement and constant change.
If we keep doing what we're doing, we're going to keep getting what we're getting.
Empathy is the ultimate form of customer insight.
Your ‘brand’ is what your customers think of you, not what you think of you.
Cryptography [without system integrity] is like investing in an armored car to carry money between a customer living in a cardboard box and a person doing business on a park bench.
If you want to lift yourself up, lift up someone else.
If you make the customer a promise... make sure you deliver it.
You never get a second chance to make a first impression.
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