“The only thing that counts is a satisfied customer.” CustomersSatisfiedSatisfied Customers Author:Jan Carlzon
“Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.” GivingResponsibilityResourcesReleaseTaking ResponsibilityConcealed Author:Jan Carlzon
“A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.” LeaderVisionShareDesignInspireCathedralsTrue LeaderInspire Others Author:Jan Carlzon
“Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!” MeanPoorExampleCommunicationSettingSettingsGood ExamplesMeans Of CommunicationSetting A Good Example Author:Jan Carlzon
“You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.” InspirationalLittlesOne ThingEducationalCustomersLittle ThingsGreat Customer Service Author:Jan Carlzon
“If you're not serving the customer, your job is to be serving someone who is.” IfsInspirationalJobsBusinessSatisfactionEducationalCustomersLoyaltyServingClientsCustomer ExperienceCustomer SatisfactionCustomer LoyaltyInspirational Customer ServiceInspiring Customer ServiceInspirational ServiceBest ServiceGreat Customer ServiceLoyal CustomersLoyalty In BusinessJob SatisfactionExperience In Business Author: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.” IfsCareSufferingFaultsEducationalCustomersAnything GoesWhose Fault It Is Author:Jan Carlzon
“I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important.” ImportantGoalReadyOrganizationCommunicateObjectives Author:Jan Carlzon
“Quality doesn't mean we have to be 100 percent better in any one thing; it means we strive to be 1 percent better in 100 things.” MeanQualityOne ThingPercentExcellenceStrive Author:Jan Carlzon
“Do not fear adversity. Remember, a kite rises against the wind rather than with it. People are not willing to take risks when they feel afraid or threatened. But if you manage people by love-that is, if you show them respect and trust-they start to perform up to their real capabilities.” PeopleIfsFeelsRealShowsRememberLearningRiskTeachingWillingWindAdversityManageCapabilityThreatenedKitesDo Not FearTrust And RespectRise Against Author:Jan Carlzon
“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.” YearsMomentsCompanyMillionsFailingSucceedProveDetermineCustomersAlternativesSecondsMoment Of Truth Author:Jan Carlzon
“Problems should be solved on the spot, as soon as they arise. No front-line employee should have to wait for a supervisor's permission” ShouldProblemWaitingLinesFrontsShould HaveAriseSpotsEmployeePermissionSupervisors Author:Jan Carlzon
“An individual without information can't take responsibility. An individual with information can't help but take responsibility.” HelpingIndividualResponsibilityInformationTaking ResponsibilityIndividual Responsibility Author:Jan Carlzon
“The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.” MomentsStoriesMoralPerceptionOrganizationCustomersContactMoral Of The Story Author:Jan Carlzon
“Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.” FormOpportunityAspectCustomersImpressionContact Author:Jan Carlzon
