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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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First be effective and then be efficient.
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Life is not a solitary activity. Live well by living for others.
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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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Silent customers can be deadly. Encourage them to complain.
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Service is taking action to create value for someone else.
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Enjoy your work so that others may enjoy the results.
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The most valuable person is the one who cherishes the value in others.
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You are the person who determines what you do. That's a big responsibility. Make the most of it.
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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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You are as important as you make others feel.
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The first step to delighting your customers is being there when they need you.
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Quality is a choice. Choose to make it better.
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Instead of just asking 'How did I do?' ask 'How can I do more?'
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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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Make your service systems so strong that everyone looks like a genius.
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