16 Quotes by Jan Carlzon

Excellence doesn't mean we have to be 100% better in any one thing: it means we strive to be 1% better in 100 things.

If you’re not serving the customer, your job is to be serving someone who is.

You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.

Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.

Do not fear adversity. Remember, a kite rises against the wind rather than with it. People are not willing to take risks when they feel afraid or threatened. But if you manage people by love-that is, if you show them respect and trust-they start to perform up to their real capabilities.

Quality doesn’t mean we have to be 100 percent better in any one thing; it means we strive to be 1 percent better in 100 things.

Setting a good example is truly the most effective means of communication – and setting a poor one is disastrous!

We have 50,000 moments of truth every day.

An individual without information can’t take responsibility. An individual with information can’t help but take responsibility.