Giving great service requires the right people and the right service tools.

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.

When rewards come from an external source instead of an internal source, they’re unreliable, which means they’re dangerous if you grow to depend on them.

Everyone chases after happiness, not noticing that happiness is right at their heels.

Deep inside all of us a huge potential beckons, waiting to open us to the joy, genius, freedom and Love within.

This is how it is with insomnia. Everything is so far away, a copy of a copy of a copy. The insomnia distance of everything, you can't touch anything and nothing can touch you.

I never really said all those things I said

Once I worshipped Keats for dying young. Now I think it's braver to die old.

I don't usually comment on columnists' ideas of what I'm thinking. That's a dangerous game to get into.

One reason I don't suffer Writer's Block is that I don't wait on the muse, I summon it at need.

I suppose you just feel on an instinctive level if something is honest.

Hardly anybody recognizes the most significant moments of their life at the time they happen.