I share them with you today because I've thought of them every few weeks for the last 11 years. Decide who or what you are and who and what you are not. Develop a few simple business principles. Always put the customer first. Value repeat business.
Retention is critical.
Develop and implement a service guarantee. Hire and train great people - pay them fairly and let them share in the success. Personally model the behavior you expect in others. Our industry has produced great professionals. Our society demands excellence and commitment from those who expect to achieve greatness.