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

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

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.

A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him.

Unless you have a vision, you haven’t begun to do the practice that makes you great.

Know what your customers want most and what your company does best. Focus on where those two meet.

The aim is to get someone to want to buy quickly. Without thinking too much about it.

Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.

I think of customer service as an offence and not a defence.

The customer is often wrong, but it’s our job to help them become right.

We all talk, but we don’t really know how.

Customer service is the new marketing, it’s what differentiates one business from another.