Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression. Jan Carlzon More Quotes by Jan Carlzon More Quotes From Jan Carlzon If you're not serving the customer, your job is to be serving someone who is. Jan Carlzon loyalty inspirational jobs You cannot improve one thing by 1000% but you can improve 1000 little things by 1%. Jan Carlzon educational littles inspirational The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization. Jan Carlzon perception organization stories 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. Jan Carlzon succeed alternatives years An individual without information can't take responsibility. An individual with information can't help but take responsibility. Jan Carlzon information responsibility helping If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway. Jan Carlzon educational care suffering 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. Jan Carlzon quality excellence mean 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. Jan Carlzon learning real teaching Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed. Jan Carlzon release responsibility giving A true leader is one who designs the cathedral and then shares the vision that inspires others to build it. Jan Carlzon design leader inspire 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 Jan Carlzon lines should-have waiting The only thing that counts is a satisfied customer. Jan Carlzon satisfied-customers satisfied customers Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous! Jan Carlzon communication example mean We have 50,000 moments of truth every day. Jan Carlzon moment-of-truth moments 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. Jan Carlzon important organization goal
