Carlzon Quotes

#1. Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.

Jan Carlzon

#2. The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.

Jan Carlzon

#3. We have 50,000 moments of truth every day.

Jan Carlzon

#4. Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.

Jan Carlzon

#5. 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

#6. A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.

Jan Carlzon

#7. I'm scarred, inside and out, but I'm also stronger. I've learned how to be a warrior. I've learned that hope rises out of the ashes if I let it.

C.J. Redwine

#8. There's nothing more addictive or incredible in life than reinventing yourself and allow yourself to be different every day.

Thalia

#9. The only thing that counts is a satisfied customer.

Jan Carlzon

#10. The great message that we call the gospel begins, then, not with us, or our need, or even the meeting of that need, but with the writer of the news and the sender of its heralds: God himself.

Matt Chandler

#11. Could I love less, I should be happier now.

Philip James Bailey

#12. I wish you'd keep my hands to yourself.

Groucho Marx

#13. An individual without information can't take responsibility. An individual with information can't help but take responsibility.

Jan Carlzon

#14. Excellence doesn't mean we have to be 100% better in any one thing: it means we strive to be 1% better in 100 things.

Jan Carlzon

#15. 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

#16. Although I am fully convinced of the truth of Evolution, I by no means expect to convince experienced naturalists. But I look with confidence to the future naturalists, who will be able to view both sides with impartiality.

Charles Darwin

#17. 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

#18. Now listen,' said George angrily, 'I've been in a newspaper office all evening and I know better than you what's going on.'

'Nonsense. If there's one place in the world where nobody knows what's going on, it's a newspaper office.

Jack Iams

#19. When everything in life is made to be broken----promises, dreams and hearts, all of them--it's the memories of perfect moments that get us through.

Joann Buchanan

#20. I don't know if the record is going to happen. I don't really think about the record. There are other things I worry about.

Barry Bonds

#21. 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 Carlzon

#22. You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.

Jan Carlzon

#23. He who humbles himself before God is likely to humble himself before others.

Matshona Dhliwayo

#24. Let no man thirst for good beer.

Samuel Adams

#25. 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

#26. Where ever you are at a secific time is where you are suposed to be!

Malachi Z. York

#27. If you're not serving the customer, your job is to be serving someone who is.

Jan Carlzon

#28. We are not strangers to ourselves, we only try to be.

Dean Koontz

#29. Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!

Jan Carlzon

#30. 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