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Preparation is good, but customers need results.

Ron Kaufman

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Ron Kaufman
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Preparation
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If you turn your back on a customer, you turn your back on success.
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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 let doing enough be good enough.
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Tend your own garden: savor the blossoms, trim the weeds.
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You can't always hire great service providers, but you can create them.
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Q: When you are already in the lead, how do you to stay ahead?
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Exceeding expectations is where satisfaction ends and loyalty begins.
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Compromise in your arguments, not in your expectations.
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It's fine to wait for an appropriate time, but it's inappropriate to wait forever.
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Quality is a choice. Choose to make it better.
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Your profits reflect the success of your customers.
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When your staff are 'information-rich', their information can make you rich!
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Testimonials describe what has been, and are a promise of what is to come.
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Silent customers can be deadly. Encourage them to complain.
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Preparation clears a pathway for success.
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Plans turn promises into results and dreams into realities.
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Making an honest mistake is acceptable. Failing to fix it is not.
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Every service problem is as an opportunity to show you care.
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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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No one ever delighted a customer by being 'good enough'.
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