To see like a customer, be like a customer.

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.

Though one believes in nothing, there are moments in life when one accepts the religion of the temple nearest at hand.

Culture is everything. Culture is the way we dress, the way we carry our heads, the way we walk, the way we tie our ties - it is not only the fact of writing books or building houses.

So not only can you not imagine dying, you can't really imagine existence before you were born.

This is the reality, that these people share the same problems as the rest of us and that those problems can be overcome.

Between rounds of speed chess I read enough of a programming manual to teach myself to write programs on the school's DEC mainframe in the language Basic.

Until the day I die, I will be pulling for Ned Colletti.

I have been very, very consistent. But at the same time I kept kind of hitting my head on the ceiling and I couldn't break through.

Hope is good. Without it, well, you do the math. But hope has to be like a prayer. Putting it out there to something more powerful than yourself.

Women have plans for themselves, for their children, about their home, the meals. They have a Vision. A man wants to enjoy himself.

We are not significant on the cosmic scale.