Every service problem is as an opportunity to show you care.
Preparation clears a pathway for success.
What does your product really mean to the people who buy it?
The true measure of what you put in, is what’s received on the other end.
Things that are obvious don’t need to be talked about. Things that are missing, do.
If they’re going to remember the problem, make sure they remember it fondly.
Customers pay a price, but they remember the value.
Occasionally problems will occur. When it happens to your customers, fix the problem fast. Make it your speed and generosity that gets remembered, not the problem.
In a service situation, each delay can mean many unsatisfied customers, each one telling many more.
Give your customers what they want today, and help them see tomorrow.
Sometimes we become so expert in our own domain, we forget that customers may be less familiar.
Industry jargon may not be a language your customer understands.
Acting after being asked is compliance. Acting without being asked is kindness.
Quality is more than a promise, it’s genuine performance.
How can you learn more? By admiring what you’ve done right? Or by studying what you’ve done wrong?
You are as important as you make others feel.
How much good can you do today? How much love can you give? How much care and kind attention?
What matters more? What you said you’d do, what you hoped to do, or what you did?
Enjoy your work so that others may enjoy the results.
If you only give back what you get from other people, you’re not giving as much as you can.