Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression. — Jan Carlzon Copy Share Image
If you're not serving the customer, your job is to be serving someone who is. — Jan Carlzon Copy Share Image
Do not fear adversity. Remember, a kite rises against the wind rather than with it. People are not willing to take risks when they… — Jan Carlzon Copy Share Image
I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to… — Jan Carlzon Copy Share Image
SAS is 'created' 50 million times a year, 15 seconds at a time. These 50 million 'moments of truth' are the moments that ultimately… — Jan Carlzon Copy Share Image
A true leader is one who designs the cathedral and then shares the vision that inspires others to build it. — Jan Carlzon Copy Share Image
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 Copy Share Image
Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed. — Jan Carlzon Copy Share Image
An individual without information can't take responsibility. An individual with information can't help but take responsibility. — Jan Carlzon Copy Share Image
You cannot improve one thing by 1000% but you can improve 1000 little things by 1%. — Jan Carlzon Copy Share Image
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 Copy Share Image
The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization. — Jan Carlzon Copy Share Image
