16 Quotes by Jan Carlzon

The only thing that counts is a satisfied customer.

Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.

The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.

If anything goes wrong, the customer doesn’t care whose fault it is. He’s the one who’s going to suffer anyway.

A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.

Problems should be solved on the spot, as soon as they arise. No front-line employee should have to wait for a supervisor’s permission.

I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important.