“Even your most loyal customers always have a choice about where to take their business.”

“The customer is always right' may have become a standard motto in the world of business, but the idea that 'the audience is always right,' has yet to make much of an impression on the world of presentation, even though for the duration of the presentation at least, the audience is the speaker's only customer.”

“If customers don't find enjoyment and satisfaction by coming into your store, it won't matter if you have the greatest, fanciest, most sophisticated business model in the world.”

“One reason that the task of inventing manners is so difficult is that etiquette is folk custom, and people have emotional ties to the forms of their youth. That is why there is such hostility between generations in times of rapid change; their manners being different, each feels affronted by the other, taking even the most surface choices for challenges.”

“If you take the approach of “earning” your customers’ business every day and treating them well, they’re less likely to try someone else.”

“Many companies expect loyal customers without providing loyal service. This has been the visionary failure of countless corporations.”