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Good customers want good quality service. Great customers want it even more.

Ron Kaufman

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Ron Kaufman
Service
Quality
Culture
Great
Even
Good
Customers

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Preparation is good, but customers need results.
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Industry jargon may not be a language your customer understands.
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Compromise in your arguments, not in your expectations.
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Your approval gives others the confidence to serve, to learn, to try.
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Always trust people and they may let you down. Always distrust people and you have let them down.
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Every service problem is as an opportunity to show you care.
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Crossing barriers can be as simple as a smile.
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Procrastination is the beginning of poor performance.
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Giving great service requires the right people and the right service tools.
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No one ever delighted a customer by being 'good enough'.
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If you want to be the best, find the best in others.
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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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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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Be confident enough to encourage confidence in others.
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Quality is more than a promise, it's genuine performance.
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Making an honest mistake is acceptable. Failing to fix it is not.
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The most valuable person is the one who cherishes the value in others.
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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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Listen to customers and you will hear them. Look carefully at customers and you will see them. Do both and you will understand them.
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Focus not on who you are, but on what you can do for others.
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