The emphasis on customer satisfaction is our key to success:
What is a customer?
A customer is the most important person ever in this office … in person or by mail.
A customer is not depending on us … we are dependent on him.
A customer is not an interruption of our work … he is the purpose of it. We are not doing a favor by serving him … he is doing us a favor by giving us the opportunity to do so.
A customer is not someone to argue or match wits with. Nobody ever won an argument with a customer.
A customer is a person who brings us his wants. It is our job to handle them profitably to him and to ourselves.