If your customers have to ask you for it, you haven't been thinking far enough ahead.

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.

I never reach those far-off places. New trails tempt me at every turn.

Fear and pain can only touch you if you let them.

Whenever she was in his arms, she forgot she even had a name.

He wanted to draw out the moment before the moment- because as good as kissing feels, nothing feels as good as the anticipation of it.

The status quo is working.

I have no regrets. The best thing to happen to me was for Lorne Michaels to hire me and fire me.

Even when I took first prize, topped the class, won the race, I never really won anything. I was merely avoiding the embarrassment of losing.

Grant what Thou commandest, and command what Thou wilt.

I had lost something in my youth and made money instead.

I wasn't really the most charming person, socially - it took me a long time to develop my people skills - but the one place I was always comfortable was onstage, acting or singing.