“The more you engage with customers, the clearer things become and the easier it is to determine what you should be doing.”

– John Russell, Harley Davidson

“Customers don’t distinguish between you and the company you work for. To the customer’s way of thinking, you are the company.”

“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers.

“You are allowed to do this, don’t worry about the rules, don‘t worry about getting into trouble, your job is to take care of the customer, your job is to make that person leave happy. And you have all kinds of leeway to do that.”

“Customer service is just a day in, day out ongoing, never ending, unremitting, persevering, compassionate, type of activity.”

Customers will want to talk to you if they believe you can solve their problems.

I never had a policy; I have just tried to do my very best each and every day.

 “People expect good service but few are willing to give it.”