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Exceeding expectations is where satisfaction ends and loyalty begins.

Ron Kaufman

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Ron Kaufman
Exceeding
Loyalty
Begins
Satisfaction
Expectations
Ends

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Convince people and you win their minds. Inspire people and you win their hearts.
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Meeting expectations is good. Exceeding expectations is better.
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The first step to delighting your customers is being there when they need you.
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Let your customers say, 'Well, here I am,' while you say, 'There you are!'.
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Good customers want good quality service. Great customers want it even more.
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Industry jargon may not be a language your customer understands.
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Stay in one place too long and the tide can overwhelm you. Ride the tide, surf the waves, stay on top of the changes.
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Never rest on past success. Create something better.
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Things that are obvious don't need to be talked about. Things that are missing, do.
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What you want to be defines what you become.
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Greatness is not how you feel, it's how you make others feel.
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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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The bottom line is a by-product of taking care of your main product - your customers.
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Giving great service requires the right people and the right service tools.
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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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If you want to be the best, find the best in others.
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You can't always hire great service providers, but you can create them.
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