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

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

Exceeding expectations is where satisfaction ends and loyalty begins.

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.

Reaching out takes nothing more than a smile.

Don’t tell me you have OCD about this?”“OCD, ADHD—pretty sure if they come up with some new acronym tomorrow I’d have it.

We've got to learn how to stay out of triple plays.

The Japanese are a disease of the skin. The Communists are a disease of the heart.

Without God at the beginning, there can be only confusion at the end.

When a bee stings, she dies. She cannot sting and live. When men sting, their better selves die. Every sting kills a better instinct. Men must not turn bees and kill themselves in stinging others.

Civilization is a conspiracy. Modern life is the silent compact of comfortable folk to keep up pretences.

Perhaps I'm missing the gene for making enemies.

The presidency has many problems, but boredom is the least of them.

Their monument sticks like a fishbone in the city's throat.

It is a misconception to think that during evolution humans sacrificed physical skill in exchange for intelligence: wielding one's body is a mental activity.