Jan Carlzon Quotes & Sayings

If you're not serving the customer, your job is to be serving someone who is. — Jan Carlzon

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

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

You cannot improve one thing by 1000% but you can improve 1000 little things by 1%. — Jan Carlzon

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

We have 50,000 moments of truth every day. — Jan Carlzon

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

The only thing that counts is a satisfied customer. — Jan Carlzon

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

An individual without information can't take responsibility. An individual with information can't help but take responsibility. — Jan Carlzon

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

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

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