Open Mic

“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”

“Being on par in terms of price and quality only gets you into the game. Service wins the game.”

We make our money out of our friends. Our enemies will not do business with us.

“One customer, well taken care of, could be more valuable than $10,000 worth of advertising.”

Character and personal finance are the only investments that are worth anything.

It does not matter how slow you go, so long as you do not stop.

You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.