Jacob Hornberger Quotes

Any customer of government - whether it's with education, taxes, housing, or health care - understands the frustrations when they have a bad experience. They're stuck and can't go anywhere else.

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.

Firms need to ensure that their ability to provide effective customer service keeps pace with their growth. If you're marketing your firm to new customers, you better be able to provide them service when they do business with you.

My focus and that of all members of the Government responsible for delivering services to the public is to make sure that the public sector can use all the skills it needs to do the job the public wants it to do.

We are living in an era of transformation where we will all have to reckon with a number of revolutionary changes and challenges for the public sector. In the move towards globalization, the public is becoming more and more knowledgeable about their rights and requirements. As such, the need to revisit our traditional ways of offering public services is inescapable, if we want to ensure the establishment of a more caring public service.

Don't make government work like a business... it's inherently inefficient.

The government is fully capable of delivering services. Even complex services.

For me, good service is efficient and discreet; it's that critical balance. As soon as the client sits down, the communication flow has to start. Customers need to feel that the waiters are supervised - that there's a system in place.

You want your customers to value your service.

Success will always be measured by the extent to which we serve the buying public.

A lot of restaurants serve good food, but they don't have very good service.

It’s hard to have a better job than the government, where you really do have an opportunity to have a broad reaching impact. Very few private sector jobs are going to offer you that.

The best minds are not in government. If they were, business would hire them away.

We want the government of this country to realize that it has customers and that it has to be customer friendly.

Our products weren't getting some of the excitement they deserved because you were waiting on hold on the phone, or we missed an appointment.

I think one of the things that, at least, I found out over - and many have in the industry - is that of all the customer service desires and needs, price is one of them.

You can get business with price, but you have to have service to keep it.

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

The biggest difference between the private sector and public sector is in the private sector, there's a sense of urgency because you have customers and you have competitors. Whereas in government, one of your major objectives is to not make any really big mistakes.

At the end of the day, the differential, I believe, on the airline space has got to be about the product and the service that you provide. And again, I can't express that enough. That comes from people. It is a people business, and my primary focus is to get our 84,000-plus people back aligned, back engaged, and back focused on our customer.

I think my service is better than my food... I focus so much on the service.

Ultimately, we're in the service business. We will always have an important human element.

The public is interested in the service it receives, not the mechanism that delivers it.

The customer is always right...even when they're wrong.

Privatization of the postal system has long been characterized as absurd, but I have always said it is only logical.