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I often think a play gets better and better as you hit a stride because you really find new things. One of the great privileges of doing theater is you get so many at-bats - you get to try it eight times a week and every audience is different, everyday is different.

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Jan Carlzon

You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.

1000, Educational, Improve, Inspirational, Littles, Thing
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If you're not serving the customer, your job is to be serving someone who is.

Customer, Inspirational, Job, Jobs, Loyalty, Serving

The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.

Moment, Organization, Perception, Perceptions, Stories

An individual without information can't take responsibility. An individual with information can't help but take responsibility.

Helping, Information, Responsibility, Take

SAS is 'created' 50 million times a year, 15 seconds at a time. These 50 million 'moments of truth' are the moments that ultimately determine whether SAS will succeed or fail as a company. They are the moments when we must prove to our customers that SAS is their best alternative.

Alternatives, Company, Seconds, Succeed, Truth, Years

Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.

Aspect, Business, Form, Opportunity, Remote, Time
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