Jan Carlzon

If you're not serving the customer, your job is to be serving someone who is.

— Jan Carlzon

Do not fear adversity. Remember, a kite rises against the wind rather than with it. People are not willing to take risks…

— Jan Carlzon

I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate…

— Jan Carlzon

SAS is 'created' 50 million times a year, 15 seconds at a time. These 50 million 'moments of truth' are the moments…

— Jan Carlzon

The only thing that counts is a satisfied customer.

— Jan Carlzon

A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.

— Jan Carlzon

Quality doesn't mean we have to be 100 percent better in any one thing; it means we strive to be 1 percent…

— Jan Carlzon

Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.

— Jan Carlzon

An individual without information can't take responsibility. An individual with information can't help but take responsibility.

— Jan Carlzon

You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.

— Jan Carlzon

Problems should be solved on the spot, as soon as they arise. No front-line employee should have to wait for a supervisor's…

— Jan Carlzon

The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.

— Jan Carlzon

Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.

— Jan Carlzon

We have 50,000 moments of truth every day.

— Jan Carlzon

Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!

— Jan Carlzon

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