Do what's right and you'll never go wrong.

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.

Sorry, one night stands don't stack up as credentials for tending bar.

Let me alone: I have yet my legs and one arm. Tell the surgeon to make haste and his instruments. I know I must lose my right arm, so the sooner it's off the better.

I was born in Switzerland. Everyone thinks I'm Swiss, but I'm actually German. I'm from Germany.

Jack the Rabbit and Weak Knee Willie, you know they're gonna be there. Sloppy Sue and Big Bones Billy, they'll be coming up for air.

A good teacher is one who can understand those who are not very good at explaining, and explain to those who are not very good at understanding.

and it was always without pretensions of loving or being loved although always in the hope of finding something that resembled love but without the problems of love.

My job is to think beyond the immediate.

I'm not perfect. But clothes help. A good bra with some underwire definitely helps a lot!

It is well worth remembering that the customer is the most important factor in any business. If you don't think so, try getting along without him for a while.

My mum and mad were both very generous, encouraging parents.