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"What you can't buy is the loyalty that comes through our dedicated crewmembers."
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"But paying is part of the game of life: it is the joy of buying that we crave."
"Innovation comes from the producer - not from the customer."
"The first step in exceeding your customer's expectations is to know those expectations."
"Our customers call and e-mail us to say that's how it feels when a Zappos box arrives. And that's how we view this company."
"Courteous treatment will make a customer a walking advertisement."
"To Move from Woe to Wow . . . Listen Attentively Be fully present and give your customer your full attention. Stay calm and remain patient. Do not interrupt or become defensive. Let the customer express his or her concerns. Nod your head and use affirming words to show that you are listening. Repeat back and empathize, when necessary. This confirms your understanding of the problem or question."
"The well-satisfied customer will bring the repeat sale that counts."
"As far as the customer is concerned, the interface is the product."
"You must never actually cheat the customer, even if you can. You must make her happy and satisfied, so she will come back."
Explore more quotes by David Neeleman
"Just keep thinking about the good side of ADD - the creativity and the originality it can stimulate."
"It's so important to experience what your customers are experiencing and listen to their suggestions."
"I believe the public's confidence would be increased if the federal government took over the functions of airport security screening for all passengers."
"We tried to set up a company that patterned ourselves after Southwest in all the fun, the spirit, the great people, the smile, the efficiency side of it, but we've added some extras that people aren't used to finding on Southwest."
"We don't want a third party who may or may not have our best interests in mind or our crew members' best interests in mind because they may be serving a union of one of our competitors. They are trying to equalize us and take away our competitive advantage."
"I actually thrive on all the challenges, and I don't feel like ADD has impaired my ability."
"Be it $15 million here and $11 million there, it takes hundreds of millions to be successful in this business."
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