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I am uneasy about the practice of other people telling you how to write. This is especially true for beginners who haven't yet developed their style and their writer's persona and are easily pushed off the course.

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Jan Carlzon

If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway.

Anything Goes, Anyway, Customer, Educational, Fault, Suffering
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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

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

1000, Educational, Improve, Inspirational, Littles, Thing

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
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