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Giving great service requires the right people and the right service tools.

Ron Kaufman

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Ron Kaufman
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Preparation is good, but customers need results.
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Let your customers say, 'Well, here I am,' while you say, 'There you are!'.
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It's fine to wait for an appropriate time, but it's inappropriate to wait forever.
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Making an honest mistake is acceptable. Failing to fix it is not.
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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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Silent customers can be deadly. Encourage them to complain.
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In a service situation, each delay can mean many unsatisfied customers, each one telling many more.
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Don't let doing enough be good enough.
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If you only give back what you get from other people, you're not giving as much as you can.
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Life is not a solitary activity. Live well by living for others.
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When the customer makes contact, he does not want a quote. He wants a commitment.
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When your staff are 'information-rich', their information can make you rich!
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Crossing barriers can be as simple as a smile.
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Good customers want good quality service. Great customers want it even more.
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If you were a customer, would you come back to buy your products or services?
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The most valuable person is the one who cherishes the value in others.
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No one ever delighted a customer by being 'good enough'.
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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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