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What does your product really mean to the people who buy it?

Ron Kaufman

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Ron Kaufman
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Quality is more than a promise, it's genuine performance.
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Enjoy your work so that others may enjoy the results.
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If your customers have to ask you for it, you haven't been thinking far enough ahead.
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You can't always hire great service providers, but you can create them.
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When you see the need, take the action.
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When things go wrong, your best recovery effort is required. But don't just provide the missing piece (that's the recovery), also provide uniquely personal assistance (that's the memorable effort).
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What matters more? What you said you'd do, what you hoped to do, or what you did?
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What you did in the past is how you got to today. What you do today is how you will get to the future.
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Preparation is good, but customers need results.
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Without commitment, no price will be low enough. With commitment, no price will be too high.
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How much good can you do today? How much love can you give? How much care and kind attention?
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Focus not on who you are, but on what you can do for others.
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Service is taking action to create value for someone else.
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When your staff are 'information-rich', their information can make you rich!
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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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Don't just talk about it, do it.
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Make your service systems so strong that everyone looks like a genius.
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No one ever delighted a customer by being 'good enough'.
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If customers say you're just 'all right', you've not done enough, you've failed to delight.
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Crossing barriers can be as simple as a smile.
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