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David Goldberg - By sharpening our focus on hotel openings, we will add a tremendous amount of value to the organization. This will allow us to speed up the opening process, so that our franchisees can begin to generate revenue even sooner, while simultaneously improving the consistency of the product and providing more franchise assistance along the way. Aaron was a natural choice to lead this group, and take an expanded role in the company. His track record for operational improvement and experience with business process reengineering make him a great fit for the new role.

By sharpening our focus on hotel openings, we will add a tremendous amount of value to the organization. This will allow us to speed up the opening process, so that our franchisees can begin to generate revenue even sooner, while simultaneously improving the consistency of the product and providing more franchise assistance along the way. Aaron was a natural choice to lead this group, and take an expanded role in the company. His track record for operational improvement and experience with business process reengineering make him a great fit for the new role.

David Goldberg
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John Tschohl  - Service recovery doesn't end when you solve the customer's problem. Give her something of value that excites her. Every company has products or services that have value in the eyes of the customer that don't cost the company a lot of money. Identify five or ten products or services your organization has that you could give away when your organization makes a mistake. Vail Resorts has a system in place that provides free drinks when the ski lift shuts down for a few minutes and free lift tickets when it's down for more than 15 minutes.

Service recovery doesn't end when you solve the customer's problem. Give her something of value that excites her. Every company has products or services that have value in the eyes of the customer that don't cost the company a lot of money. Identify five or ten products or services your organization has that you could give away when your organization makes a mistake. Vail Resorts has a system in place that provides free drinks when the ski lift shuts down for a few minutes and free lift tickets when it's down for more than 15 minutes.

John Tschohl
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