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.
Being on par in terms of price and quality only gets you into the game. Service wins the game.
If we don't take care of our customers, someone else will.
I don't want to do business with those who don't make a profit, because they can't give the best service.
Customer service is not a department, it's everyone's job.
Your most unhappy customers are your greatest source of learning.
The longer you wait, the harder it is to provide outstanding customer service.
Customer service shouldn't just be A department, it should be the entire company.
We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.
For individuals, character is destiny. For organizations, culture is destiny.
Businesses often forget about the culture, and ultimately, they suffer for it because you can't deliver good service from unhappy employees.
The right measure is not how many customers you've got, but how closely you hold them.
Words not kept break more than a promise.
If you want to be the best, find the best in others.
If your customers are demanding, be thankful.
How can you learn more? By admiring what you've done right? Or by studying what you've done wrong?
Making an honest mistake is acceptable. Failing to fix it is not.
Developing great employees attracts great customers.
Employees are the key to your success with customers. Treat them well!
Silent customers can be deadly. Encourage them to complain.
If customers say you're just 'all right', you've not done enough, you've failed to delight.
If you were a customer, would you come back to buy your products or services?
Ask your loyal customers for positive comments about your products and your service. Then post these testimonials where other customers and prospects can enjoy them.
Testimonials describe what has been, and are a promise of what is to come.
Promise too much and you'll have plenty of room to fail. Promise little and you'll have plenty of room to excel.
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