Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!
Develop a respect and reverence for the principle of variation: the idea that the message ain't in the mean, the mode or the median - it's in the differences that occur throughout a population.
Formula for success: under promise and over deliver.
Excellent firms don't believe in excellence - only in constant improvement and constant change.
It's relatively simple. If we're not getting more, better, faster than they are getting more, better, faster, then we're getting less, no better or more worse.
The magic formula that successful businesses have discovered is to treat customers like guests and employees like people.