If customers say you're just 'all right', you've not done enough, you've failed to delight.

Even a tiny step is one step closer to where you are going.

Exceeding expectations is where satisfaction ends and loyalty begins.

You cannot change what has already happened. You can always change the way you respond.

Quality is more than a promise, it's genuine performance.

When the customer makes contact, he does not want a quote. He wants a commitment.

Service is taking action to create value for someone else.

What matters more? What you said you'd do, what you hoped to do, or what you did?

Acting after being asked is compliance. Acting without being asked is kindness.

Be the mirror in which people admire their true potential.

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.

To fit into the need of God is to manifest his love-nature

To uncover your true potential you must first find your own limits and then you have to have the courage to blow past them."— Picabo Street

It is important to bear in mind that political campaigns are designed by the same people who sell toothpaste and cars.

Dealing in generalities is the death of prayer.

There is a woman at the begining of all great things.

With genuine love and compassion, another person's appearance or behavior has no affect on your attitude.

Boldness in itself is genius.

Put the strong, masculine figure in a school with tough kids and you have a certain control. It's very demeaning to the kids and very demeaning to the tough, black guy, but that's how they worked it.

[Emerson] was interested not in the bookworm, not even in the thinker, only in Man Thinking.

Sleep is an essential part of life-but more important, sleep is a gift.