You need to know what they're thinking before they think it. Control your own destiny or somebody else will. Practice the simple art of service. If you are not getting what you want, it's because you're not helping enough other people get what they need. Devise methods for feedback to create an interactive dialogue with your customer.
Quality depends on information.
Always have a recovery strategy in place. BUT, remember that people are your only true competitive advantage. My nature is to cause things to happen. I live life enthusiastically and with passion. Ideas are my tools, leadership is my game.