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Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!
Jan Carlzon
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Jan Carlzon
Age: 83
Born: 1941
Born: June 25
Businessman
Businessperson
Nykoping
Truly
Example
Poor
Means
Disastrous
Mean
Settings
Good
Effective
Setting
Communication
More quotes by Jan Carlzon
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
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
Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.
Jan Carlzon
The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.
Jan Carlzon
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
An individual without information can't take responsibility. An individual with information can't help but take responsibility.
Jan Carlzon
A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.
Jan Carlzon
If you're not serving the customer, your job is to be serving someone who is.
Jan Carlzon