Fabled Service

"Service that is truly effective in influencing the customers' decisions is fabled service, that is service that becomes legendary as it is talked about by the customers themselves."

"Service begins to be meaningful when it is an internal dynamic."

"The essential difference between companies where service is the fundamental structure and companies without this foundation lies in leadership."

"There is no matrix you can superimpose upon your organization to create and to nurture quality service. Service is first and foremost a mindset, an attitude, a commitment."

"Providing fabled service requires careful attention to the changing needs and desires of the customers, making them the drivers of your business."

"Fabled service providers are not merely dedicated to providing good service; they are dedicated to exceeding their own standards."

"If we can focus our efforts on setting up an environment in which our employees can succeed, they will drive even our loftiest visions far beyond our highest expectations."

"Leaders of successful companies involved everyone in understanding why they are in business and then in planning how to move that business forward."

"Managing interactions is not the same as managing things."

"The design and execution of the people systems requires the involvement of everybody in management, including you, if the outcome of all the processes is to be service."

"Wherever you find a company that is legendary for its service, you find leadership sharing its passion for the customer at every opportunity."

"Quality service can only be realized in an organizational culture that values integrity."

"The urge to serve others is the defining element of service leadership."