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.

- Jan Carlzon

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

- Jan Carlzon

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

- Jan Carlzon

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

- Jan Carlzon

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

- Jan Carlzon

We have 50,000 moments of truth every day.

- Jan Carlzon

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

- Jan Carlzon

The only thing that counts is a satisfied customer.

- Jan Carlzon

SAS is 'created' 50 million times a year, 15 seconds at a time. These 50 million 'moments of truth' are the moments that ultimately determine whether…

- Jan Carlzon