Ron Kaufman quotes:

A great leader makes what is visible in their mind, visible to all.

Meeting expectations is good. Exceeding expectations is better.

Developing great employees attracts great customers.

When things go wrong, your best recovery effort is required. But don't just provide the missing piece (that's the recovery), also provide uniquely personal assistance (that's the memorable effort).

Ask your loyal customers for positive comments about your products and your service. Then post these testimonials where other customers and prospects can enjoy them.

Testimonials describe what has been, and are a promise of what is to come.

No one ever delighted a customer by being 'good enough'.

Be confident enough to encourage confidence in others.

The most valuable person is the one who cherishes the value in others.

Enjoy your work so that others may enjoy the results.

Exceeding expectations is where satisfaction ends and loyalty begins.

Your promise means more than the words you use to give it.

What does your product really mean to the people who buy it?

Every service problem is as an opportunity to show you care.

Only a well-oiled machine runs smoothly.

It's fine to wait for an appropriate time, but it's inappropriate to wait forever.

Are you doing only what you must or doing all you can?

The cutting edge of service is always being honed and polished.

Giving great service requires the right people and the right service tools.

You can't always hire great service providers, but you can create them.

Good customers want good quality service. Great customers want it even more.

Always aim for 100 percent and you'll always know where to improve.

A scattered effort is a poor effort.

A: Set the pace and rule the race. Seek new ways to differentiate, new ways to surprise and delight your customers.

Acting after being asked is compliance. Acting without being asked is kindness.

Always be kind in your heart, spirit and mind.

Always do what you can do instead of worrying about what you can't.

Always trust people and they may let you down. Always distrust people and you have let them down.

Are people being the least you expect of them, or the best they expect themselves to be?

Are you moving forward, or just moving?

Be the exception to the rule. It's the surest way to become exceptional.

Be the mirror in which people admire their true potential.

Challenge your own status quo - before someone else does.

Compromise in your arguments, not in your expectations.

Constant acts of goodness are worth far more than rare acts of greatness.

Convince people and you win their minds. Inspire people and you win their hearts.

Could you achieve the possible without trying? Could you achieve the impossible if you refuse to stop trying?

Create a compelling service vision. When people want to, they will.

Crossing barriers can be as simple as a smile.

Customers pay a price, but they remember the value.

Do what's right and you'll never go wrong.

Don't just talk about it, do it.

Don't let doing enough be good enough.

Don't let high-speed completely replace high-touch. Your customers may appreciate both.

Don't wait. Tomorrow may be too late to do the things you can today.

Double-check your voice mail message. Listen to your on-hold words and music. Write welcoming scripts for your telephone team. Pay attention to the music in your office and lobby areas. Make sure what your customers hear sounds good.

Employees are the key to your success with customers. Treat them well!

Enthusiastic service providers create enthusiastic customers.

Even a tiny step is one step closer to where you are going.

Everything ordinary has the potential to be extraordinary.

Focus not on who you are, but on what you can do for others.

Give your customers what they want today, and help them see tomorrow.

Greatness is not how you feel, it's how you make others feel.

How can you learn more? By admiring what you've done right? Or by studying what you've done wrong?

How much good can you do today? How much love can you give? How much care and kind attention?

If customers say you're just 'all right', you've not done enough, you've failed to delight.

If it's not impossible, you may as well try. If it is impossible, at least you'll find out why.

If they're going to remember the problem, make sure they remember it fondly.

If you haven't given them your trust, you haven't given them enough.

If you only give back what you get from other people, you're not giving as much as you can.

If you turn your back on a customer, you turn your back on success.

If you wait until you have to change, you may have waited too long.

If you want to be the best, find the best in others.

If you want to interest people, make them think. If you want to inspire people, make them feel.

If you want to stay in business, satisfy customers. If you want to excel in business, delight customers.

If you were a customer, would you come back to buy your products or services?

If your customers are demanding, be thankful.

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

If you're always doing what you've always done, you'll never see (or become) what you could be!

In a service situation, each delay can mean many unsatisfied customers, each one telling many more.

Industry jargon may not be a language your customer understands.

Instead of just asking 'How did I do?' ask 'How can I do more?'

Intelligence is useful. Energy is valuable. Integrity is essential.

Let today's strong performance be your starting point for tomorrow.

Let your customers say, 'Well, here I am,' while you say, 'There you are!'.

Let your imagination soar. What you can do for customers is more than you see today.

Life is not a solitary activity. Live well by living for others.

Listen to customers and you will hear them. Look carefully at customers and you will see them. Do both and you will understand them.

Make your service systems so strong that everyone looks like a genius.

Make your upper limit, no limit.

Making an honest mistake is acceptable. Failing to fix it is not.

Money has a fixed value. People can have unlimited value.

Never rest on past success. Create something better.

Occasionally problems will occur. When it happens to your customers, fix the problem fast. Make it your speed and generosity that gets remembered, not the problem.

Passion isn't always available. The committed get things done even without it.

Plans turn promises into results and dreams into realities.

Preparation clears a pathway for success.

Preparation is good, but customers need results.

Procrastination is the beginning of poor performance.

Promise too much and you'll have plenty of room to fail. Promise little and you'll have plenty of room to excel.

Q: When you are already in the lead, how do you to stay ahead?

Quality is a choice. Choose to make it better.

Quality is more than a promise, it's genuine performance.

Reaching out takes nothing more than a smile.

Say it with words. Show it with action.

Selfless acts are a source of profound meaning for your self and your life.

Service is taking action to create value for someone else.

Service is the ultimate edge. Keep it sharp.

Service skills are the foundation for your success.

Silent customers can be deadly. Encourage them to complain.

Sometimes we become so expert in our own domain, we forget that customers may be less familiar.

Stay in one place too long and the tide can overwhelm you. Ride the tide, surf the waves, stay on top of the changes.

Tend your own garden: savor the blossoms, trim the weeds.

The bottom line is a by-product of taking care of your main product - your customers.

The first step to delighting your customers is being there when they need you.

The only way to go further than you've been is to take an extra step.

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

The shelter of excuses has a leaky roof.

The starting point is always now. The end is up to you.

The true measure of what you put in, is what's received on the other end.

There are two ways to improve your service, and yourself: maximize your strengths and minimize your weaknesses.

There's no such thing as the very best. If you're doing your best, it's only because you haven't yet found a way to do better.

Things that are obvious don't need to be talked about. Things that are missing, do.

To see like a customer, be like a customer.

Unlimited efforts can produce unlimited results.

Vision with action makes a powerful reality.

What matters more? What you said you'd do, what you hoped to do, or what you did?

What you did in the past is how you got to today. What you do today is how you will get to the future.

What you want to be defines what you become.

What's possible today isn't bound by what was possible yesterday, and is never a measure of what's possible tomorrow.