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 yourself wondering whether the dental instruments have been replaced recently.

Broken windows are best repaired before they break.

It’s the cover-up that gets you – don’t make excuses for broken windows or deny that they’re broken.  Take your hit, own up to the problem, and fix it.

Obsession to detail is essential.  There is no substitute.