The right measure is not how many customers you've got, but how closely you hold them.

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.

Will I have to use a dictionary to read your book?" asked Mrs. Dodypol. "It depends, " says I, "how much you used the dictionary before you read it.

And on bad days, when his aura of sadness blazed like an alarm he couldn’t turn off, I felt like I was doing everything wrong.

In charity to all mankind, bearing no malice or ill will to any human being, and even compassionating those who hold in bondage their fellow men, not knowing what they do.

The progress of democracy seems irresistible, because it is the most uniform, the most ancient and the most permanent tendency which is to be found in history.

Stuffing is my favorite food in the world! I actually have been known to go buy stuffing and make it in the middle of summer.

Anyone who has ever struggled with poverty knows how extremely expensive it is to be poor.

The haiku lets meaning float; the aphorism pins it down.

When I get sick, I go to my doctor like everyone else. A doctor has powerful tools that may help me. Or those tools may hurt me, make me worse. I have to decide. It's my life. It's my responsibility.

Eve, I know this continues to astound and baffle you, but I actually like to socialize." "I know. If it wasn't for that, you'd be perfect.

When Emily Dickinson writes, “Hope is the thing with feathers that perches in the soul,” she reminds us, as the birds do, of the liberation and pragmatism of belief.