Quotes of All Topics . Occasions . Authors
What matters more? What you said you'd do, what you hoped to do, or what you did?
Convince people and you win their minds. Inspire people and you win their hearts.
It's fine to wait for an appropriate time, but it's inappropriate to wait forever.
Things that are obvious don't need to be talked about. Things that are missing, do.
Let your imagination soar. What you can do for customers is more than you see today.
If your customers have to ask you for it, you haven't been thinking far enough ahead.
The bottom line is a by-product of taking care of your main product - your customers.
The right measure is not how many customers you've got, but how closely you hold them.
Don't let high-speed completely replace high-touch. Your customers may appreciate both.
You cannot change what has already happened. You can always change the way you respond.
Are people being the least you expect of them, or the best they expect themselves to be?
If customers say you're just 'all right', you've not done enough, you've failed to delight.
If you only give back what you get from other people, you're not giving as much as you can.
Without commitment, no price will be low enough. With commitment, no price will be too high.
How much good can you do today? How much love can you give? How much care and kind attention?
Sometimes we become so expert in our own domain, we forget that customers may be less familiar.
If it's not impossible, you may as well try. If it is impossible, at least you'll find out why.
If you want to interest people, make them think. If you want to inspire people, make them feel.
If you're always doing what you've always done, you'll never see (or become) what you could be!
You are the person who determines what you do. That's a big responsibility. Make the most of it.
Always trust people and they may let you down. Always distrust people and you have let them down.
How can you learn more? By admiring what you've done right? Or by studying what you've done wrong?
In a service situation, each delay can mean many unsatisfied customers, each one telling many more.
What you did in the past is how you got to today. What you do today is how you will get to the future.
If you want to stay in business, satisfy customers. If you want to excel in business, delight customers.
Could you achieve the possible without trying? Could you achieve the impossible if you refuse to stop trying?
There are two ways to improve your service, and yourself: maximize your strengths and minimize your weaknesses.
Promise too much and you'll have plenty of room to fail. Promise little and you'll have plenty of room to excel.
A: Set the pace and rule the race. Seek new ways to differentiate, new ways to surprise and delight your customers.
What's possible today isn't bound by what was possible yesterday, and is never a measure of what's possible tomorrow.
Stay in one place too long and the tide can overwhelm you. Ride the tide, surf the waves, stay on top of the changes.
There's no such thing as the very best. If you're doing your best, it's only because you haven't yet found a way to do better.
Listen to customers and you will hear them. Look carefully at customers and you will see them. Do both and you will understand them.
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.
Occasionally problems will occur. When it happens to your customers, fix the problem fast. Make it your speed and generosity that gets remembered, not the problem.
Ask your loyal customers for positive comments about your products and your service. Then post these testimonials where other customers and prospects can enjoy them.
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).
Double-check your voice mail message. Listen to your on-hold words and music. Write welcoming scripts for your telephone team. Pay attention to the music in your office and lobby areas. Make sure what your customers hear sounds good.