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You can't always hire great service providers, but you can create them.

Ron Kaufman

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Ron Kaufman
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Things that are obvious don't need to be talked about. Things that are missing, do.
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Quality is more than a promise, it's genuine performance.
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If customers say you're just 'all right', you've not done enough, you've failed to delight.
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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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The most valuable person is the one who cherishes the value in others.
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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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There are two ways to improve your service, and yourself: maximize your strengths and minimize your weaknesses.
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Silent customers can be deadly. Encourage them to complain.
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The shelter of excuses has a leaky roof.
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Crossing barriers can be as simple as a smile.
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Don't let doing enough be good enough.
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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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Be confident enough to encourage confidence in others.
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Service is taking action to create value for someone else.
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Don't just talk about it, do it.
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The right measure is not how many customers you've got, but how closely you hold them.
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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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What matters more? What you said you'd do, what you hoped to do, or what you did?
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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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What you want to be defines what you become.
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