Jan Carlzon Quotes

14 quotes in 223 categories

• A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.
• Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!
• You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.
• If you're not serving the customer, your job is to be serving someone who is.
• If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway.
• 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…
• 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…
• 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…
• We have 50,000 moments of truth every day.
• 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…
• 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
• An individual without information can't take responsibility. An individual with information can't help but take responsibility.
• The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.
• Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.

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