It is not the employer who pays your wages. Employers only handle money. It is the customer who pays your wages.
Henry Ford, US automobile manufacturer, engineer (1863-1947)
Companies can’t give job security, only customers can.
Jack Welch, US executive, utility chief (b. 1935)
Consumers are statistics. Customers are people.
Stanley Marcus, US retail executive (1905-2002)
To please people is a great step towards persuading them.
Philip Dormer Stanhope, British statesman (1694-1774)
In the age of email, supercomputer power on the desktop, the Internet, and the raucous global village, attentiveness – a token of human kindness – is the greatest gift we can give someone.
Tom Peters, US management author, presenter (b. 1942)
It is not your client’s or prospect’s job to remember you. It is your responsibility to make sure that they do not have the chance to forget you.
Patricia Fripp, British/US management consultant, speech coach (b. 1945)
No matter what strategy leaders inside the organisation devise, what customers see is at the front line.
Rosabeth Moss Kanter, US academic, management author (b. 1943)
The customer is a rear-view mirror, not a guide to the future.
George Colony, US research head
Don’t just ask what your customers want. Think ahead of them, and create what they didn’t know they wanted.
David Williams, British management author, presenter (b. 1950)
Good will, like a good name, is got by many actions and lost by one.
Francis Jeffrey, British literary critic, judge (1773-1850)
An untreated complaint is like an untreated wound; it festers and gets worse.
Geoff Burch, British management author, presenter (b. 1951)
The next time you face a customer who has every right to be upset, say something like this: ‘I don’t blame you for feeling as you do. If I were you, I’d feel exactly the same way. What would you like me to do?’ These are magical, healing words, and you’ll be surprised how reasonable people become when they believe you are on their side.
H Jackson Brown Jr, US author, moralist (b. 1940)
Your customer has one fundamental reason for doing business with you; so that he himself can do more business.