There is a big difference between a satisfied customer and a loyal customer. Never settle for ‘satisfied’.

Instead of worrying about what you cannot control, shift your energy to what you can create.

He who has a why to live can bear almost any how.

Wise are they who have learned these truths: Trouble is temporary. Time is tonic. Tribulation is a test tube.

Beautiful souls are shaped by ugly experiences.

Always deliver more than expected.

It’s easier to love a brand when the brand loves you back.

Customers don’t care about your policies. Find and engage the need. Tell the customer what you can do.

As a leader, it is important to not just see your own success but focus on the success of others.

The price of inaction is far greater than the cost of a mistake.

A man without a smiling face must not open a shop.

The first step in exceeding your customer’s expectations is to know those expectations.

Customer service is just a day in, day out ongoing, never ending, unremitting, persevering, compassionate, type of activity.

If you take care of your people, your people will take care of your customers and your business will take care of itself.

A brand is what a business does, reputation is what people remember.

Every single debate about every single decision was framed around doing the right thing for the customer.

Customers who love you will market for you more powerfully than you can possibly market yourself.

Customer service, they say, is dead. Actually, it isn’t. It’s just hiding behind a call centre in Manila.

Service, in short, is not what you do, but who you are.