Jan Carlzon Quotes

#1. A little sun, a little rain,
A soft wind blowing from the west,
And woods and fields are sweet again,
And warmth within the mountain's breast

A little love, a little trust,
A soft impulse, a sudden dream,
And life as dry as desert dust,
Is fresher than a mountain stream.

Stopford Brooke

#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. I can remember being eight, and I like writing about that age of innocence when children still have a sense of wonder.

John Boyne

#6. 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

#7. No regrets, none at all. My only regret is that we went out on penalties. That's my only regret but no, no regrets.

Mick McCarthy

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

Jan Carlzon

#9. My entire career has been pivoting from company to company. Some people call it lack of planning or direction, I call it flexibility and good improvisational skills.

Justin Kan

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

Jan Carlzon

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

Jan Carlzon

#12. 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

#13. No one can develop freely in this world and find a full life without feeling understood by at least one person.

Paul Tournier

#14. 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

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

Jan Carlzon

#16. Judge of my chagrin and all that sort of thing, therefore, when, tottering to my room and switching on the light, I observed the foul features of young Bingo all over the pillow.

P.G. Wodehouse

#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. So don't blame me for the problems. You can't fault me for it. You can't blame me. You want to blame me but I'm just trying to express what is going on, and trying to keep America open to it.

Snoop Dogg

#19. I nodded. "I'd like that." Or I'd like to like that. But

Lena Dunham

#20. The laws of Caesar are one thing, those of Christ, another. Papinianus judges one way, our Paul another.

St. Jerome

#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. I don't feel real confident expressing myself except when I'm writing. I feel kind of scatterbrained. I can see everything from both sides and that makes it hard to reach conclusions. Writing enables me to clarify things.

Conor Oberst

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

Jan Carlzon

#24. Let's begin with Level Flight. . . .

Richard Bach

#25. I have come close to producing films. But generally by the time they hit the screen, there's about 50 people with producer credits, so what's the point. I usually find scripts I like with no money attached and take them to producers that I know and try to raise finance.

Tim Roth

#26. 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

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

Jan Carlzon

#28. If you have to cry, it's okay. I'll cry with you.

Kevin Nash

#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