Dave Thomas Quotes

Whether you sell hamburgers or computers, we’re all in the customer service business. Our goal must be to exceed our customers’ expectations every day.

Quality isn't a thing. It is an event.

We cannot rely on mass inspection to improve quality, though there are times when 100 percent inspection is necessary. As Harold S. Dodge said many years ago, 'You cannot inspect quality into a product.' The quality is there or it isn't by the time it's inspected.

There's no great mystery to satisfying your customers. Build them a quality product and treat them with respect. It's that simple.

The most important thing you can do is make the distinction between customer service and guest hospitality. You need both things to thrive, but they are completely different.

Quality is everyone's responsibility.

Fastidious attention to detail makes the difference between an OK service and first class service.

Great customer service does not come by chance. It is the result of training and ensuring there are enough assistants to serve the customers.

In the telecommunications, consumer products, and railway businesses, there are very real consequences if you don't meet the consumer's needs and desires. There are also substantive rewards for doing so, and especially for exceeding customer expectations.

We want to serve the customer as they want to be served.

The "patron saint" of Japanese quality control, ironically, is an American named W. Edwards Deming, who was virtually unknown in his own country until his ideas of quality control began to make such a big impact on Japanese companies.

I genuinely believe that any business can create a competitive advantage through giving outstanding customer care.

To satisfy the customer is the mission and purpose of every business.

Quality management is needed because nothing is simple anymore, if indeed it ever was.

Customer service will become the primary value added function of every business.

It doesn't do much good to have a quality image, whether it's with the facility or whether it's with the merchandise, if you don't have real quality people taking care of your customers.

Quality has to be caused, not controlled.

We need to take excellent care of our customers, and do so at a profit.

Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process.

That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers.

A satisfied customer is the best business strategy of all.

We rent one in three tuxedos in the U.S. and Canada, and if we make a mistake, our employees will deliver to the customer's home, office, or wedding. We get a couple hundred letters a week praising the service in our stores.

We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.

You learn so much by having customers and figuring out what they want and keeping them satisfied.

Our development strategy is based on a deep understanding of our customers. They want high-quality products and good service.