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

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.

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.

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.

Stop doing dumb things to customers.

Leaders must exemplify integrity and earn the trust of their teams through their everyday actions.

Customer service shouldn’t just be a department, it should be the entire company.

My definition of ‘innovative’ is providing value to the customer.

The idea is to go from numbers to information to understanding.

The customer’s perception is your reality.