Service-Profit Chain Quotes
Top 15 Service-Profit Chain Quotes
No 1 (Best quote!)
We know that, if we treat our employees correctly, they’ll treat the customers right,
- John Willard Marriott (1900-85) founder of America’s Marriott hotels, pictured right.
We built the Starbucks brand with our people, not with our consumers. Because we believed the best way to meet
and exceed expectations was to hire and train great people, we invested in employees,
(explaining the company’s Employee-First policy).
- Howard Schultz (1953- ), founder and boss of Starbucks, pictured
It makes no sense to promise excellent service before the company’s staff is ready to provide excellent
- Philip Kotler, pictured right, in Marketing Management ,ninth
(company motto saying that great employees lead to better customer service and higher profits)
- FedEx, American delivery company.
If you start off with a happy, well motivated workforce, you’re much more likely to have happy customers
- Richard Branson (1950- ), pictured right,
founder of the British company, Virgin.
Don’t ever doubt in the customer service business the importance of people and their attitudes.
- Herb Kelleher (1931- ), co- founder of America’s
Southwest Airlines, pictured right.
Treat customers like guests and employees like people.
- Tom Peters (1942- ) , American management writer,, pictured
The customer comes second: put your people first and watch 'em kick butt.
(title of a 2002 book)
- Hal Rosenbluth (former boss of the American travel company, Rosenbluth International,
pictured right) and Diane McFerrin Peters.
Putting people first has always been America's secret weapon. It's the way we've kept the spirit of our
revolutions alive - a spirit that drives us to dream and dare, and take great risks for a greater good.
- Ronald Reagan (1911-2004), American president,
What employees hear is that they’re the firm’s most valuable assets, what they know is that they’re the most
- Gary Hamel, pictured right above, and
C.K. Prahalad, pictured right,
in Competing for the
The folks on the front lines – the ones who actually talk to the customer – are the only ones who know what’s
going on out there.
- Sam Walton (1918-1992), founder
of America’s Wal-Mart stores, pictured right.
Who knows best what the customer wants? Of course, those who work in the front line closest to the market.
Consequently, it is those people who should have maximum influence on how we shape our products, and the greatest
amount of responsibility and authority should be pushed their way,
(from his 1989 book, Moments of Truth)
- Jan Carlzon (1941- ), pictured right, Swedish boss of Scandinavian Airlines 1981-94.
I believe the real difference between success and failure in a corporation can very often be
traced to the question of how well the organization brings out the great energies and talents of its
- Thomas Watson Jnr, pictured
right, in A Business and Its
Business is people.
Matsushita (1894-1989), founder of Panasonic, pictured right.
Profit...must be the result of service.
- Henry Ford, pictured right,
in My Life and Work (1922)