-Figure out how to do something right, then write it down
-By nailing the basics into place, systems allow employees to provide more customized customer service
-Take care of your employees and they will take care of your customers
-Listen to the family problems of your associates
-One, most people will do anything to avoid being the bearer of bad news, and two, thank goodness there are a hardy few who won't
-To say the right thing at the right time, keep still most of the time.
-"What do you think?"
-No grunt work=no growth. No growth=no future.
-Change is to business what oxygen is to life - vital.
-Companies that don't risk anything will inevitably find themselves falling behind those that do. You can lead change or it can lead you.
-No tree grows to the sky
-There's a price to be paid for thinking too well of yourself
-Competitors are often your best motivators and, consequently, a key factor in your success
-Part of what gets us out of bed in the morning is the search for new ways to keep customers happy, earn their loyalty, and win more customers.
-The success of our service innovations grows out of two of our most fundamental corporate values: attention to detail and good listening skills.
-The first and most important rule is: Be willing to make a decision.
