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The shelter of excuses has a leaky roof.

Ron Kaufman

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Ron Kaufman
Roof
Excuse
Culture
Leaky
Excuses
Shelter

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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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Let your customers say, 'Well, here I am,' while you say, 'There you are!'.
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Make your service systems so strong that everyone looks like a genius.
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Customers pay a price, but they remember the value.
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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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Make your upper limit, no limit.
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If you were a customer, would you come back to buy your products or services?
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When you see the need, take the action.
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Service is taking action to create value for someone else.
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Making an honest mistake is acceptable. Failing to fix it is not.
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Quality is more than a promise, it's genuine performance.
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There are two ways to improve your service, and yourself: maximize your strengths and minimize your weaknesses.
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You can't always hire great service providers, but you can create them.
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It's fine to wait for an appropriate time, but it's inappropriate to wait forever.
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You are the person who determines what you do. That's a big responsibility. Make the most of it.
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Q: When you are already in the lead, how do you to stay ahead?
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Never rest on past success. Create something better.
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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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Convince people and you win their minds. Inspire people and you win their hearts.
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Industry jargon may not be a language your customer understands.
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