Every satisfied customer strengthens the perception of a difference that sets us apart from our competition. People make that difference. When each member of a company's team realizes that they make a difference, it becomes possible to satisfy customer expectations. Creating and maintaining this focus is management's greatest challenge. People listen to customers.
People design and build products People perform service.
People create expectations. People satisfy expectations. As owner, principal, CEO, president, or manager, your task is to encourage your people to create the perception of a difference. In your company, you are the difference.