In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.

If we can keep our competitors focused on us while we stay focused on the customer, ultimately we’ll turn out all right.

I cannot sufficiently celebrate the glorious liberty that reigns in the public libraries of the twentieth century as compared with the intolerable management of those of the nineteenth century, in which the books were jealously...

Insurance business is about promises and trust. It is about delivering to the customer in times of need and if this cannot be imbibed in a professional neither him nor the industry will succeed.

Being a mercenary, though… Hey, we just go wherever there’s a mixture of money and trouble, and everyone in the galaxy is a potential customer.Even the people you’re paid to shoot at?Well, yeah. There are...

Make your customers comfortable and they will give you their lives.

Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.

Service is a promise that cannot be seen, touched, or felt through any of our external senses.

The internet and online communication is the window into your world – but real life, in person communication / connection is the door.

I’d like to open a restaurant. Would you eat at a place called Filthy’s? The name would be better than the food, which in turn would be better than the service.

Your customers are responsible for your company’s reason for existing.

Ah, this is true. And this is false. What’s the best to you may be worst to someone else. Since every room here is completely different, each room is number one to someone, even if...

Customer conversion is dependent on the right customer conversation

A complaint is a unique opportunity to strengthen the relationship with the client.

Customers are human and humans can view situations in unexpected ways.

I don’t like customer service, because I don’t believe the customer should have to pay and help out too.

Service is not something you do. It is something you are.

Anything a customer can do for themselves is where service stops and relevance begins.

How you think about your customers influences how you respond to them.

I asked for a small drink, but he didn’t ask me what cup size. What, will a small not fit in a large?

Capitalize on charm by continually captivating your customer.

The code-of-ethics playlist:o Treat your colleagues, family, and friends with respect, dignity, fairness, and courtesy.o Pride yourself in the diversity of your experience and know that you have a lot to offer.o Commit to creating...

earning” your customers’ business every day and treating them well, they’re less likely to try someone else.

Sometimes the best discoveries are the result of simple observations

The purpose of every business and organization is to get and keep customers.

Thinking there had to be a better way was a brilliant stroke of serendipity!

happy to see you” kind of experience.

When leaders reframe customers into guests, and results into experiences, profits escalate.

People don’t care how much you know until they know how much you care

if you are not a fan of great consumer service, then you are not a fan of business ultimately not making you a fan of money.

I belong here.

To get faster and better service, ring a bell. It’s the same principal as honking at someone in traffic. People respond well to it, and they seem to really enjoy it.

Never mind. But think up a different filling next time. And not cheese and tomato.” He shook his head and made up the roll.

Truth builds trust.

Even your most loyal customers always have a choice about where to take their business.

Customers often know more about your products than you do. Use them as a source of inspiration and ideas for product development.

We bought a car years later, and they so generously offered us some of their crappy Bar-B-Que sauce,FREE for their buyers. We looked at it and thought, “This is nowhere as good as the giant...

For every dilemma, find at least three or four possible solutions. The creative process leads to better results.

Customers loves certainty, make sure you give it to them.

Next time, can you ask him to bring cookies? I don’t like to put up with that level of insane unless there’s some kind of high-calorie compensation.

Traditional corporations, particularly large-scale service and manufacturing businesses are organized for efficiency. Or consistency. But not joy. Joy comes from surprise and connection and humanity and transparency and new…If you fear special requests, if you...

When you depersonalize abrasive behavior and see it as a call for help you become a catalyst for the best kind of change.

Hookers, Hondas and Hollywood all approach customers with a different mindset than the rest of the business world. Whereas most businesses talk about the importance of “customer service,” agents, mechanics and people of the night...

*Customer service* is seldom about the customer; it is usually about the seller’s chances of making more money from that customer in future.

If you want to be outstanding, stop meeting expectations, start exceeding them

When you’re busy, avoid taking the quickest action. Instead make the extra effort to truly serve the customer.