One hundred minus one can’t be ninety-nine in the hotel business. It may be zero. If one employee out of hundreds gives a bad impression to a certain customer, it will ne one hundred percent damage for our hotel image for that customer.
– Ichiro Inumaru
(One person can make the difference – for better or for worse)
The man who will use his skill and constructive imagination to see how much he can give for a dollar, instead of how little he can give for a dollar, is bound to succeed.
– Henry Ford
(The clear road to success: create more value for customers)
If you could change anything about the way you approach selling, the thing that would make the biggest difference is your attitude – your attitude toward your customers, your service, the benefits of your products, your employer and yourself.
– Dan Burt
(A change in attitude changes everything)
The extra mile will have no traffic jams.
(What you do a little more, you stand out a lot more.)
‘Adding value’ is a key to business success. But don’t assume all customers value the same thing! Take the time to interview and ask. They’ll be glad you did. So will you.
– Ron Kaufman
(To add value, you must first know what’s valuable)
People forget how fast you did a job, but they remember how well you did it.
– Howard Newton
(Doing a fast job can impress for a short time. Doing a great job impress for a lifetime.)
Always think of your customers as suppliers first. Work closely with them, so they can supply you with the information you need to supply them with the right products and services.
– Susan Marthalier
(Knowledge is power. Treat your customers as the ultimate power source.)
What goes around, comes around. What you send out does come back. Service is a two-way street. Life is, too.
– Ron Kaufman
(When you increase your output, the input will take care of itself.)
In case of rain, protect your customers with your umbrella and walk them to their cars.
– Toyota sales manual
(When an opportunity arises to show your customers you care, take it!)
Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.
– Donald Porter
(Making an honest mistake is acceptable. Failing to fix it is not.)
We consistently seek out very demanding customers, which challenges us to perform better.
– Suresh Sundram
(If your customers are demanding, be thankful.)
Here is a simple but powerful rule: Always give people more than they expect to get.
– Nelson Boswell
(If customers say you’re just ‘all right’, you’ve not done enough, you’ve failed to delight.)
Being sincere and honest, my father treats his customers like friends. He tells his customers frankly what is the right choice for them rather than trying to make the most profit out of them.
– Supon Pornnirunlit
(Think of what is best for them, not what is best for you.)
The man who promises everything is sure to fulfill nothing, and everyone who promises too much is in danger of using evil means to carry out his promises, and is ready on the road to perdition.
– Carl Jung
(Promise too much as you’ll have plenty of room to fail. Promise little and you’ll have plenty of room to excel.)
Never say no when a client asks for something, even if it is the moon. You can always try, and anyhow there is plenty of room afterwards to explain that it was not possible.
– Cesar Ritz
(If it’s no impossible, you may as well try. If it is impossible, at least you’ll find out why.)
When the customer makes contact, he does not want a quote. He wants a commitment.
– Ron Kaufman
(Without commitment, no proce will be low enough. With commitment, no price will be too high.)
You can start right where you stand and apply the habit of going the extra mile by rendering more service and better service than you are being paid for.
– Napoleon Hill
(The starting point is always now. The end is up to you.)
It’s not what you do once in a while, it’s what you do day in and day out that makes the difference.
– Jenny Craig
(Constant acts of goodness are worth far more than rare acts of greatness.)
You can’t promise your customers sunny weather, but you can promise to hold an umbrella over then when it rains.
– Ron Zernke
(Always do what you can do instead of worrying about what you can’t.)
It’s not about sales, it’s about depth of the relationship. It’s not so much the share-of-market that’s important, but the share-of-customer.
– Ian Kennedy
(The right measure is not how many customers you’ve got, but how closely you hold them.)
Spectacular achievement is always preceded to spectacular preparation.
– Robert Schuller
(Preparation clears a pathway for success.)
Quality in a service or product is not what you put into it. It’s what the client or customer gets out of it.
– Peter Drucker
(The true measure of what you put in, is what’s received on the other end.)
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.)
– Ron Kaufman
(Every service problem is an opportunity to show you care.)
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.
– Ron Kaufman
(If they’re going to remember the problem, make sure they remember it fondly.)
Do not confuse motion and progress. A rocking horse keeps moving but does not make any progress.
– Alfred Montapert
(Are you moving forward, or just moving?)
Delay is the deadliest form of denial.
– Northcole Parkinson
(Procrastination is the beginning of poor performance.)
Indecision and delay are the parents of failure.
– George Canning
(It’s fine to wait for an appropriate time, but it’s inappropriate to wait forever.)
Efficiency is doing things right, effectiveness is doing the right things.
– Peter Drucker
(First be effective and then be efficient.)
If you don’t focus, you’ll spray.
– Ron Kaufman
(A scattered effort is a poor effort.)
Shall we make a new rule of life from tonight: always to try to be a little kinder than is necessary?
– J.M. Barrie
(Are you doing only what you must or doing all you can?)
A person who trusts other people will make fewer mistakes than the person who distrusts them.
– Camillo di Cavour
(Always trust people and they may let you down. Always distrust people and you have let them down.)
Set your expectations high; find men and women whose integrity and values you respect; get their agreement on a course of action; and give them your ultimate trust.
– John Akers
(If you haven’t given them your trust, you haven’t given them enough.)
Trust is the lubrication that makes it possible for organizations to work.
– Warren Bennis
(Only a well-oiled machine runs smoothly.)
Competition is like cod liver oil. First it makes you sick, then it makes you better.
– Samuel Kaufman
(When something needs to be improved, take your medicine – fix it)
We must expect to fail. But fail in a learning posture, determined not to repeat the mistakes. Then maximize benefits from what you can learn in the progress.
– Ted Engstrom
(Every failure counts.)
There are two ways to improve your service, and yourself: maximize your strength and minimize your weaknesses.
– Ron Kaufman
(Tend your own garden; savour the blossomes, trim the weeds.)
Pleasure in the job puts perfection in the work.
(Enjoy your work so that others may enjoy the results.)
I have yet to find the person who did not do better work and put forth greater effort under a spirit of approval than under a spirit of criticism.
– Charles Schwab
(Your approval gives others the confidence to serve, to learn, to try.)
One machine can do the work of 50 ordinary people. No machine can do the work of one extraordinary person.
– Elbert Hubbard
I would rather be surrounded by smart people than have a huge budget. Smart people will get you there faster.
– Ethan Rasiel
(Money has a fixed value. People can have unlimited value.)
In hiring people, look for three qualities: integrity, intelligence and energy. But if they don’t have the first, the other two will kill you.
– Warren Buffett
(Intelligence is useful. Energy is valuable. Integrity is essential.)
Have a bias toward action – let’s see something happen now. Break that big plan into small steps and take the first step right away.
– Richard Thalheimer
(Even a tiny step is one step closer to where you’re going.)
Price is what you pay. Value is what you get.
– Warren Buffett
(Customers pay a price but they remember the value.)
Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives.
– William Foster
(Quality is a choice. Choose to make it better.)
People expect a certain response from a business. When you pleasantly exceed those expectations you’ve passed an important psychological threshold.
– Richard Thalheimer
(Exceeding expectations is where satisfaction ends and loyalty begins.)
Excellence is doing ordinary things extraordinarily well.
– John Gardner
(Everything ordinary has the potential to be extraordinary.)
Anybody who accepts mediocrity – in school, on the job, in life – is one who compromises. When a leader compromises, the whole organization compromises.
– Charles Knight
(Compromise in your arguments, not in your expectations.)
People are more important than tools. If you don’t believe so, put a good tool into the hands of a poor worker.
– John Bernet
(Giving great service requires the right person and the right service tools.)
Vision without action is a daydream. Action without vision is a nightmare.
– Japanese proverb
(Vision with action makes a powerful reality.)
There are three levels of vision:
1. What’s do-able
2. What’s conceivable
3. What was previously unthinkable
– Anthony Yeo
(What’s impossible today isn’t bound by what was possible yesterday, and is never a measure of what’s possible tomorrow.)
Sometimes we become so expert in our own domain, we forget that customers may be less familiar.
– Ron Kaufman
(‘Industry jargon’ may not be a language your customer understands.)
A customer who complains is my best friend.
– Stew Leonard
(Hearing what you’ve done right is valuable. Hearing what you’ve done wrong can be priceless.)
The person who sees a need and wants to be asked to help is as unkind as the person who refused to give it.
– Dante Alighieri
(Acting after being asked is compliance. Acting without being asked is kindness.)
Everyone has an invisible sign hanging from their neck saying, ‘Please make me feel important.’ Remember this message when working with people.
– Mary Kay Ash
(You are as important as you make others feel.)
Beginning today, treat everyone you meet as if they were going to be dead by midnight. Extend to them all the care, kindness and understanding you can muster, and do it with no thought of any reward. Your life will never be the same again.
– Og Mandino
(How much good can you do today? How much love can you give? How much care and kind attention?)
There are two types of people – those who come into your room and say, “Well, here I am!” and those who come in and say, “Ah, there you are.”
– Frederick Collins
(Let your customers say, “Well here I am,” while you say, “There you are!”
Whatever happens, take responsibility
– Anthony Robbins
(You cannot change what has already happened. You can always change the way you respond.)
A professional is someone who can do his best work when he doesn’t feel like it.
– Alistair Cooke
(Passion isn’t always available. The committed get things done even without it.)
Well done is better than well said.
– Benjamin Franklin
(Your value is not determined by your words, but by how well you live up to them.)
We cannot live for ourselves alone. Our lives are connected by a thousand invisible threads. Along these sympathetic fibers, our actions run as causes and return to us as results.
– Herman Melville
(For every life, there is a flow. The more you ask, the more you’ll knoiw. The more you give, the more you’ll grow)
Kindness in words creates confidence.
Kindness in thinking creates profundity.
Kindness in giving creates love.
– Lao Tzu
(Always be kind in your heart, spirit and mind.)
Everybody can be great because anybody can serve. You don’t have to have a college degree to serve. You don’t have to make your subject and verb agree to serve. You only need a heart full of grace. A soul generated by love.
– Martin Luther King, Jr
(The measure of greatness is not how much you have got, but how much you are willing to give.)
It is easier to do a job right than to explain why you didn’t.
– Martin Van Buren
(Avoid the hassle – get it right the first time.)
Always do more than is required of you.
– George Patton
(Meeting expectations is good. Exceeding expectations is better.)
And oftimes excusing of a fault doth make the fault the worse by the excuse.
– William Shakespeare
(When things go wrong, make improvements, not exceuses.)
Bad excuses are worse than none.
– Thomas Fuller
(Tell the truth. If there is no good reason, don’t make one up.)
A powerful man makes every other man feel small. But a great man makes every other man feels great.
– Gilbert Chesterton
(Greatness is not how you feel, it’s how you make others feel.)
A successful person is one who can lay a firm foundation with the bricks that other people throw at him or her.
– David Brinkley
(You can’t get hurt, get hidden or get stronger. You choose!)
Strive not to be a success, but rather to be of value.
– Albert Einstein
(What you want to be defines what you become.)
The true meaning of life is to plant trees under whose shade you do not expect to sit.
– Nelson Henderson
(Selfless acts are a source of profound meaning for your self and your life.)
He who excuses himself, accuses himself.
– Gabriel Meurier
(The shelter of excuses has a leaky roof.)
Resolve to make each day the best and don’t let anyone get in your way. If they do, step past them.
– Ivan Benson
(Make each day another step in the right direction.)
The most damaging sentence in any language is: ‘It’s always been done that way.”
– Grace Hopper
(If you’re always doing what you’ve always done, you’ll never see (or become) what you could be!)
When was the last time you did something for the first time?
– Thomas Edison
(Never rest on past success. Create something better.)
You can’t just ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new.
– Steve Jobs
(If your customers have to ask you for it, you haven’t been thinking far enough ahead.)
In business, the competition will bite you if you keep running. If you stand still, they will swallow you.
– William Knudsen
(Run fast, run far, keep running!)
If you want to be creative in your company, your career, your life, all it takes is one step: the extra one.
– Dales Dauten
The only way to go further than you’ve been is to take an extra step.)
Progress is a tide. If we stand still we will surely be drowned. To stay on the crest, we have to keep moving.
– Harold Mayfield
(Stay in one place too long and the tide can overwhelm you. Ride the tide, surf the waves, stay on top of the changes.)
Q: When you are already in the lead, how do you to stay ahead?
A: Set the pace and rule the race. Seek new ways to differentiate, new ways to surprise and delight your customers.
– Ron Kaufman
(No matter how far you get ahead, someone’s always chasing your customers. Someone’s always chasing you!)
Everything can be improved.
– C.W. Barron
(And your customers expect it!)
If people did not sometimes do silly things, nothing intelligent would ever get done.
– Ludwig Wittgenstein
(Who could imagine delivering a pizza? Melted cheese on a motorcycle? The first person must have been crazy…and a genius)
There is a quality of mind which leads in making discoveries. It is the power of never letting exceptions go unnoticed.
– Francis Darwin
(When a customer asks what no one else has ever asked, pay close attention.)
If you do things well, do them better. Be daring, be first, be different.
– Anita Roddick
(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.)
Instead of seeing a rug being pulled from under you, learn to dance on a moving carpet.
– Thomas Crum
(You can’t stop change. Don’t let it stop you.)
The easier it is to do something, the harder it is to change the way you do it.
– Steve Wozniak
(Challenge your own status quo – before someone else does.)
We must not, in trying to think about how we can make a big difference, ignore the small daily differences we can make which, over time, add up to big differences that we often cannot foresee.
– Marian Edelman
(Big service achievements do not replace small service gestures.)
The path of least resistence and least trouble is a mental rut already made. It requires troublesome work to undertake the alteration of old beliefs.
– John Dewey
(Be willing to challenge your current beliefs. Even the best ideas fade with age.)
Questions focus our thinking. Ask yourself: What’s good about this? What’s not perfect about it yet? What can I do differently or better the next time?
– Chares Connolly
(You’ll never find the answers if you never ask the questions.)
These are just a fraction of quotes in “Lift it Up” by Ron Kaufman