Quotes Archive

Measuring and establishing facts at every step of the process. Without facts, assumptions and misperceptions will defeat whatever reason and good judgment can be brought to effort

- Service Profit Chain

Being nice to people is just 20% of providing good customer service. The important part is designing systems that allow you to do the job right the first time. All the smiles in the world arent going to help you if your product or service is not what the customer wants. –

- Service Profit Chain

Value is achieved primarily through frontline employees who are satisfied, loyal, and productive, in part because of the high degree of capability they possess to deliver results to customers

- Service Profit Chain

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