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Quality is a choice. Choose to make it better.

Ron Kaufman

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Ron Kaufman
Better
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Quality

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Q: When you are already in the lead, how do you to stay ahead?
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If you want to stay in business, satisfy customers. If you want to excel in business, delight customers.
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Good customers want good quality service. Great customers want it even more.
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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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Every service problem is as an opportunity to show you care.
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Even a tiny step is one step closer to where you are going.
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Make your service systems so strong that everyone looks like a genius.
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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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Make your upper limit, no limit.
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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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Intelligence is useful. Energy is valuable. Integrity is essential.
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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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In a service situation, each delay can mean many unsatisfied customers, each one telling many more.
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If you want to be the best, find the best in others.
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When customers' expectations change faster than your willingness or ability to serve them, you can be sure they'll be someone else's customers soon.
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Preparation clears a pathway for success.
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Instead of just asking 'How did I do?' ask 'How can I do more?'
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Giving great service requires the right people and the right service tools.
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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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If you were a customer, would you come back to buy your products or services?
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