They Say Plan It. I

Customers Perceive Service In Their Own Unique, Idiosyncratic, Emotional, Irrational, End-of-the-day, And Totally Human Terms. Perception Is All There Is!

I Urge You To Set A Tough, Quantitative Target For Adding "differentiators" As I Call Them, To Every Service You Provide.

Excellence Comes From Human Beings Doing Things Of Value That Customers Find Memorable.

I Still Read Quite A Few Printed Books, But If Something Is Available In Digital Format I Do Not Print It Before I Read It.

Companies Have Got To Learn To Eat Change For Breakfast.