If you're not serving the customer, your job is to be serving someone who is. Jan Carlzon More Quotes by Jan Carlzon More Quotes From Jan Carlzon You cannot improve one thing by 1000% but you can improve 1000 little things by 1%. Jan Carlzon educationallittlesinspirational The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization. Jan Carlzon perceptionorganizationstories Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression. Jan Carlzon aspectformopportunity 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 succeedalternativesyears An individual without information can't take responsibility. An individual with information can't help but take responsibility. Jan Carlzon informationresponsibilityhelping 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 educationalcaresuffering 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 qualityexcellencemean 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 learningrealteaching Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed. Jan Carlzon releaseresponsibilitygiving A true leader is one who designs the cathedral and then shares the vision that inspires others to build it. Jan Carlzon designleaderinspire 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 linesshould-havewaiting The only thing that counts is a satisfied customer. Jan Carlzon satisfied-customerssatisfiedcustomers Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous! Jan Carlzon communicationexamplemean We have 50,000 moments of truth every day. Jan Carlzon moment-of-truthmoments 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 importantorganizationgoal
