Testimonials

“The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and pay you.”

“If anybody ever called our number, it would be picked up in less than 2 rings with a friendly voice answering. From 9:30 am to 6:30 pm, there was always somebody to pick up a call in 2 rings. No voice mail system; no routing to different departments. We treated our customers like our best friends. You don’t route your best friend’s.”

“If you’re competitor focused, you have to wait until there is a competitor doing something. Being customer focused allows you to be more pioneering.”

“Customer service shouldn’t just be a department, it should be the entire company.”

“We are superior to the competition because we hire employees who work in an environment of belonging and purpose. We foster a climate where the employee can deliver what the customer wants. You cannot deliver what the customer wants by controlling the employee.”

“Your most unhappy customers are your greatest source of learning.”