Ron Kaufmanis a book author, columnist, management consultant, keynote speaker, and founder of the customer service training company, UP! Your Service... (wikipedia)
Selfless acts are a source of profound meaning for your self and your life.
Stay in one place too long and the tide can overwhelm you. Ride the tide, surf the waves, stay on top of the changes.
A: Set the pace and rule the race. Seek new ways to differentiate, new ways to surprise and delight your customers.
Don't let high-speed completely replace high-touch. Your customers may appreciate both.
When a customer asks what no one else has ever asked, pay close attention.
If you want to stay in business, satisfy customers. If you want to excel in business, delight customers.
What you did in the past is how you got to today. What you do today is how you will get to the future.
No one ever delighted a customer by being 'good enough'.
Good customers want good quality service. Great customers want it even more.
When customers' expectations change faster than your willingness or ability to serve them, you can be sure they'll be someone else's customers soon.
There's no such thing as the very best. If you're doing your best, it's only because you haven't yet found a way to do better.
If customers say you're just 'all right', you've not done enough, you've failed to delight.
If you want to be the best, find the best in others.
Words not kept break more than a promise.
Promise too much and you'll have plenty of room to fail. Promise little and you'll have plenty of room to excel.
Create a compelling service vision. When people want to, they will.
Intelligence is useful. Energy is valuable. Integrity is essential.
Do what's right and you'll never go wrong.
You can't find what doesn't exist, but you can create it.
Customers pay a price, but they remember the value.
Quality is a choice. Choose to make it better.
When things go wrong, your best recovery effort is required. But don't just provide the missing piece (that's the recovery), also provide uniquely personal assistance (that's the memorable effort).
Testimonials describe what has been, and are a promise of what is to come.
Ask your loyal customers for positive comments about your products and your service. Then post these testimonials where other customers and prospects can enjoy them.
You can't always hire great service providers, but you can create them.
If you turn your back on a customer, you turn your back on success.
Don't wait. Tomorrow may be too late to do the things you can today.
You are as important as you make others feel.
Your profits reflect the success of your customers.
How much good can you do today? How much love can you give? How much care and kind attention?
Preparation clears a pathway for success.
Plans turn promises into results and dreams into realities.
Enjoy your work so that others may enjoy the results.
In a service situation, each delay can mean many unsatisfied customers, each one telling many more.
Your approval gives others the confidence to serve, to learn, to try.
Enthusiastic service providers create enthusiastic customers.
Money has a fixed value. People can have unlimited value.
A scattered effort is a poor effort.
If your customers are demanding, be thankful.
Don't just talk about it, do it.
Exceeding expectations is where satisfaction ends and loyalty begins.
The first step to delighting your customers is being there when they need you.
Employees are the key to your success with customers. Treat them well!
Q: When you are already in the lead, how do you to stay ahead?
What matters more? What you said you'd do, what you hoped to do, or what you did?
Even a tiny step is one step closer to where you are going.