Jan Carlzon quotes
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“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 -
“You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.”
-- 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 SAS will succeed or fail as a company. They are the moments when we must prove to our customers that SAS is their best alternative.”
-- Jan Carlzon -
“An individual without information can't take responsibility. An individual with information can't help but take responsibility.”
-- Jan Carlzon -
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“The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.”
-- Jan Carlzon -
“A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.”
-- 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 -
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“Do not fear adversity. Remember, a kite rises against the wind rather than with it. People are not willing to take risks when they feel afraid or threatened. But if you manage people by love-that is, if you show them respect and trust-they start to perform up to their real capabilities.”
-- Jan Carlzon -
“I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important.”
-- Jan CarlzonSource : "The Art of Loving". Interview with George Gendron, www.inc.com. May 1, 1989.
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“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 -
“If you're not serving the customer, your job is to be serving someone who is.”
-- Jan Carlzon -
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“Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!”
-- Jan Carlzon -
“Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.”
-- Jan Carlzon
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