“Anything a customer can do for themselves is where service stops and relevance begins.”

“Every small business has to become a publisher—a publisher of marketing messages and customer resources, and a publisher of stories.”

“Intuition is educated by experience and employed by curiosity.”

“Every interaction in the marketplace produces some kind of evaluation or appraisal opportunity that can be conveyed to others by the person on the receiving end of the interaction.”

“If you don’t have regular and accurate financial statements, you’re driving your business 100 miles an hour down a one-way street the wrong way, at night, in the fog, without lights.”

“Anything a customer can do for themselves is where service stops and relevance begins.”

“Even if your company’s financial condition can withstand the inefficiency of quality service, your brand likely won’t.”

“Trust is a good business practice.”