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The shelter of excuses has a leaky roof.

Ron Kaufman

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Ron Kaufman
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Quality is a choice. Choose to make it better.
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Are you moving forward, or just moving?
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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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Make your service systems so strong that everyone looks like a genius.
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Let your customers say, 'Well, here I am,' while you say, 'There you are!'.
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If you were a customer, would you come back to buy your products or services?
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Focus not on who you are, but on what you can do for others.
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Exceeding expectations is where satisfaction ends and loyalty begins.
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Make your upper limit, no limit.
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Testimonials describe what has been, and are a promise of what is to come.
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In a service situation, each delay can mean many unsatisfied customers, each one telling many more.
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Preparation clears a pathway for success.
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Service is taking action to create value for someone else.
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A: Set the pace and rule the race. Seek new ways to differentiate, new ways to surprise and delight your customers.
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Making an honest mistake is acceptable. Failing to fix it is not.
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Don't let doing enough be good enough.
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If it's not impossible, you may as well try. If it is impossible, at least you'll find out why.
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When you see the need, take the action.
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You can't stop change. Don't let it stop you.
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The most valuable person is the one who cherishes the value in others.
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