Ron Kaufman citations

“Your product is a starting point. A loyal customer is the goal.”

“When a customer asks what no one else has ever asked, pay close attention.”

“Service is the currency that keeps our economy moving. I serve you in one business, you serve me in another. When either of us improves, the economy gets a little better. When both of us improve, people are sure to take notice. When everyone improves, the whole world grows stronger and closer together.”

“Delighted customers are the only advertisement everyone believes.”

“Service does not exist at the expense of your profits. Profit exists because you made the investment in service.”

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

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

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

“Hearing what you've done right is valuable. Hearing what you've done wrong can be priceless.”

“You've got one mouth and two ears. There's a reason.”

“If customers leave without a purchase, you have not failed. But if customers leave without a smile, you have.”

“When customers' expectations change faster than your willingness or ability to serve them, you can be sure they'll be someone else's customers soon.”

“Exceeding expectations is where satisfaction ends and loyalty begins.”