I can’t stress strongly enough how important it is to have a driving, obsessive fixation on your business, and a compulsion to see everything done in the right way every single time. Repairing what mistakes are made along the way can’t be an optional thing; it has to be an absolute, unquestioned necessity that ...

  It is your customer’s perception of your business that will dictate his or her level of loyalty to your business.  Make one mistake, and you can damage that perception. Little things mean a lot. If you notice that the carpet on the floor at your dentist’s office is a little worn, you might find ...

It should be made clear that you expect all your employees to go above and beyond, that this is a company policy, not an individual initiative.  Set standards and then ask the employees suggestions on how to exceed them. Ask yourself these questions about expectations and reality: What does my customer have the right to ...