Terrific Trading

Terrific Quotes

“UK consumers seem increasingly indifferent to most loyalty schemes and programmes. The reason is most loyalty programmes in the UK are short-term sales promotion schemes in disguise. Loyalty, by contrast, emerges from long-term strategy.” - Bain & Co fellow Frederick Reichheld, author of The Loyalty Effect and speaker at the 2008 European Customer World Conference.

"Profit is the applause you get for taking care of your customers and creating a nurturing environment for your people." - Ken Blanchard

"When you fail to tell your story, you force prospects to resort to judging you on price." - Chris Newton

“We spend too much time recruiting new people to replace those who leave and not enough time re-recruiting the good people we already have.” - Rene Carayol, UK business guru www.carayol.com

“Kindness is a language we all understand. Even the blind can see it and the deaf can hear it.” - Mother Teresa

“The deepest principle of human nature is a craving to be appreciated." - William James

“The #1 reason that most employees stop trying in any business is that they believe they don't make a difference.  And, if you genuinely believe that you don't make a difference, it would be stupid to keep trying, because trying requires a lot more effort than not trying.” - Donald Cooper www.donaldcooper.com

"People don't necessarily want to ‘have a vision’ at work…They want to be part of a team that's fun to work with and that produces results they are proud of." - Peter Senge quoted in www.ecsw.com

"Work is increasingly becoming a thing you do not a place you go to." - Andrew Vincent, www.yourbusinesssuccess.com.au

"Time spent in reconnaissance is seldom time wasted" Sun Tzu, 400 BC - (quoted in Graham Harvey's book, 'Seducing the Vigilante Customer' .)

"Leadership is communicating to people their worth and potential so clearly that they come to see it in themselves” – Stephen Covey from his book ‘The 8th Habit’.

“If you want your staff to stay open to new ideas, it is critical that you as a manager also be growing and learning. You are the role model…whether you want the job or not!” – Bill Marvin www.restaurantdoctor.com

“All I ever wanted in life was an unfair advantage.” - W.C. Fields

"For fast-acting relief, try slowing down." - Lily Tomlin

"Don't judge each day by the harvest you reap but by the seeds that you plant." - Robert Louis Stevenson

"Leadership and learning are indispensable to each other." - John F. Kennedy

“The illiterate of the 21st Century will not be those who cannot read and write, but those who cannot learn, unlearn and relearn.” - Alvin Toffler

"Follow effective action with quiet reflection. From the quiet reflection will come even more effective action." - Peter Drucker

“If you take away somebody's self-respect, how can you expect that person to respect your customers?”  - Richard Hammond UK consultant and author of ‘Smart Retail’

“I like pigs. Dogs look up to us. Cats look down on us. Pigs treat us as equals.” - Winston Churchill (This one was from Winston Marsh who shares the same birthday as well as the same first name as the indomitable Mr Churchill).

"There is nothing you cannot do and nothing you cannot get. All you have to do is find the right person to ask the question." - Peter Mornement author of ‘The Sausage Sizzle Report’

“The secret to creativity is knowing how to hide your sources” - Albert Einstein.

"The sun, with all those planets revolving around it and dependent on it, can still ripen a bunch of grapes as if it had nothing else in the universe to do." – Galileo.

“Ideas never come from within me; ideas are already out there, all around me. I just stay open as I walk through life. And when I bump into an idea, and it registers with me, I know that it is meant to be expressed through me.” - Frederico Fellini, the great Italian film maker.

“Every place women go, they make connections. Women don’t buy brands. They join them.” - Faith Popcorn

“I’m a huge supporter of diversity but it makes absolutely no sense to have people working the phones who cannot clearly speak and understand the language of your customers.”  -Donald Cooper www.donaldcooper.com 

“Mistakes are inevitable. Dissatisfied customers are not.” - Richard Branson

"Be careful about reading health books. You may die of a mis-print". - Mark Twain

"Control: Psychologists don't agree on much, except for the belief that human beings want to be in charge of their own destiny. Or at least have the illusion of being in charge". - Tom Peters

“Apostrophes are a bit like weeds; they spring up everywhere.” - Barb Clews, author of ‘20 Tips To Increase Writing Skills’ 

"We are here on Earth to do good for others. What the others are here for, I do not know." - W. H. Auden

“When I write an advertisement, I don't want you to tell me that you find it creative. I want you to find it so interesting that you buy the product.” - David Ogilvy

“Before you criticise someone, you should walk a mile in their shoes. That way, when you criticise them, you are a mile away from them and you have their shoes.” - Frieda Norris

“A lost customer isn’t a lost cause. You have a strategy for winning new customers. If you’re good you have a strategy for retaining them. The third leg of the tripod is to put in place a ‘win-back’ strategy for the ones you have invested in but lost.” - Jill Griffin, US loyalty expert & author.

“The easier it is for a customer to complain, the more chances we have to turn them around and make them a customer for life.  One example is that every receipt of ours is also a questionnaire asking customers whether their experience has been good, mediocre or poor.” - Julian Richer, founder of Richer Sounds in the UK and author of ‘The Richer Way’.

“Not everything that happens is directly your fault, of course, but it is still your responsibility. When something goes wrong, enlightened leaders will reflect on how their own behaviour might be contributing to the situation. You are the only person you really have a prayer of changing.” - Bill Marvin, The Restaurant Doctor Restaurant Doctor e-newsletter

“I ask people all the time, would you rather be magnificent or ordinary at work? Everyone chooses magnificent. I don’t get anyone choosing ordinary. And yet, do we regularly get magnificent behaviour at work? No, we don’t. I think that’s because of the way we treat people.”

“People don’t mind being challenged to do better if they know the request is coming from a caring heart.”

Both of the above quotes are from Ken Blanchard author of ‘The One Minute Manager’, ‘Raving Fans’ and numerous other business books. 

“People have a reservoir of talent worth discovering. They just have to be given the opportunity to discover it in themselves.” - Ricardo Semler author of ‘Maverick’ and “The Seven Day Weekend”.

“Those who enter to buy, support me. Those who come to flatter, please me. Those who complain teach me how I may please others so that more will come. Only those hurt me who are displeased but do not complain. They refuse me permission to correct my errors and improve my service.” - Marshall Field – a message from a retailer in another era just as pertinent to us today.

"If you have a big box of oranges and one is sick and you leave it there, then one month later you have 10 oranges you have to throw in the garbage.” - Jose Mourinho, the Portuguese coach of the world’s richest soccer team, Chelsea.

“I think negative people should be taxed. They require an incredible amount of energy. They're like corgis nibbling at your ankles and I'm sure they exist to show us the difference between heaven and hell.” - Vicki Buck, Former Mayor, Christchurch City Council

“You need to praise eight times more than you criticise to get people to move along an agreed path.”  - Stephen Covey.

"Real leaders say I don’t know. They don’t claim to have all the answers. That frees your people up to go find answers instead of training them to be dependent on you.” - Anne Metcalfe, Head of Customer Management, Debenhams.

“I’m a huge supporter of diversity but it makes absolutely no sense to have people working the phones who cannot clearly speak and understand the language of your customers.”  -Donald Cooper www.donaldcooper.com 

“Mistakes are inevitable. Dissatisfied customers are not.” - Richard Branson

"Be careful about reading health books. You may die of a mis-print". - Mark Twain

"Control: Psychologists don't agree on much, except for the belief that human beings want to be in charge of their own destiny. Or at least have the illusion of being in charge". - Tom Peters

“Apostrophes are a bit like weeds; they spring up everywhere.” - Barb Clews, author of ‘20 Tips To Increase Writing Skills’ 

"We are here on Earth to do good for others. What the others are here for, I do not know." - W. H. Auden

“When I write an advertisement, I don't want you to tell me that you find it creative. I want you to find it so interesting that you buy the product.” - David Ogilvy

“Before you criticise someone, you should walk a mile in their shoes. That way, when you criticise them, you are a mile away from them and you have their shoes.” - Frieda Norris

“A lost customer isn’t a lost cause. You have a strategy for winning new customers. If you’re good you have a strategy for retaining them. The third leg of the tripod is to put in place a ‘win-back’ strategy for the ones you have invested in but lost.” - Jill Griffin, US loyalty expert & author.

“The easier it is for a customer to complain, the more chances we have to turn them around and make them a customer for life.  One example is that every receipt of ours is also a questionnaire asking customers whether their experience has been good, mediocre or poor.” - Julian Richer, founder of Richer Sounds in the UK and author of ‘The Richer Way’.

“Not everything that happens is directly your fault, of course, but it is still your responsibility. When something goes wrong, enlightened leaders will reflect on how their own behaviour might be contributing to the situation. You are the only person you really have a prayer of changing.” - Bill Marvin, The Restaurant Doctor Restaurant Doctor e-newsletter

“I ask people all the time, would you rather be magnificent or ordinary at work? Everyone chooses magnificent. I don’t get anyone choosing ordinary. And yet, do we regularly get magnificent behaviour at work? No, we don’t. I think that’s because of the way we treat people.”

“People don’t mind being challenged to do better if they know the request is coming from a caring heart.”

Both of the above quotes are from Ken Blanchard author of ‘The One Minute Manager’, ‘Raving Fans’ and numerous other business books. 

“People have a reservoir of talent worth discovering. They just have to be given the opportunity to discover it in themselves.” - Ricardo Semler author of ‘Maverick’ and “The Seven Day Weekend”.

“Those who enter to buy, support me. Those who come to flatter, please me. Those who complain teach me how I may please others so that more will come. Only those hurt me who are displeased but do not complain. They refuse me permission to correct my errors and improve my service.” - Marshall Field – a message from a retailer in another era just as pertinent to us today.

"If you have a big box of oranges and one is sick and you leave it there, then one month later you have 10 oranges you have to throw in the garbage.” - Jose Mourinho, the Portuguese coach of the world’s richest soccer team, Chelsea.

“I think negative people should be taxed. They require an incredible amount of energy. They're like corgis nibbling at your ankles and I'm sure they exist to show us the difference between heaven and hell.” - Vicki Buck, Former Mayor, Christchurch City Council

“You need to praise eight times more than you criticise to get people to move along an agreed path.”  - Stephen Covey.

"Real leaders say I don’t know. They don’t claim to have all the answers. That frees your people up to go find answers instead of training them to be dependent on you.” - Anne Metcalfe, Head of Customer Management, Debenhams.

“I’m a huge supporter of diversity but it makes absolutely no sense to have people working the phones who cannot clearly speak and understand the language of your customers.”  -Donald Cooper www.donaldcooper.com 

“Mistakes are inevitable. Dissatisfied customers are not.” - Richard Branson

"Be careful about reading health books. You may die of a mis-print". - Mark Twain

"Control: Psychologists don't agree on much, except for the belief that human beings want to be in charge of their own destiny. Or at least have the illusion of being in charge". - Tom Peters

“Apostrophes are a bit like weeds; they spring up everywhere.” - Barb Clews, author of ‘20 Tips To Increase Writing Skills’ 

"We are here on Earth to do good for others. What the others are here for, I do not know." - W. H. Auden

“When I write an advertisement, I don't want you to tell me that you find it creative. I want you to find it so interesting that you buy the product.” - David Ogilvy

“Before you criticise someone, you should walk a mile in their shoes. That way, when you criticise them, you are a mile away from them and you have their shoes.” - Frieda Norris

“A lost customer isn’t a lost cause. You have a strategy for winning new customers. If you’re good you have a strategy for retaining them. The third leg of the tripod is to put in place a ‘win-back’ strategy for the ones you have invested in but lost.” - Jill Griffin, US loyalty expert & author.

“The easier it is for a customer to complain, the more chances we have to turn them around and make them a customer for life.  One example is that every receipt of ours is also a questionnaire asking customers whether their experience has been good, mediocre or poor.” - Julian Richer, founder of Richer Sounds in the UK and author of ‘The Richer Way’.

“Not everything that happens is directly your fault, of course, but it is still your responsibility. When something goes wrong, enlightened leaders will reflect on how their own behaviour might be contributing to the situation. You are the only person you really have a prayer of changing.” - Bill Marvin, The Restaurant Doctor Restaurant Doctor e-newsletter

“I ask people all the time, would you rather be magnificent or ordinary at work? Everyone chooses magnificent. I don’t get anyone choosing ordinary. And yet, do we regularly get magnificent behaviour at work? No, we don’t. I think that’s because of the way we treat people.”

“People don’t mind being challenged to do better if they know the request is coming from a caring heart.”

Both of the above quotes are from Ken Blanchard author of ‘The One Minute Manager’, ‘Raving Fans’ and numerous other business books. 

“People have a reservoir of talent worth discovering. They just have to be given the opportunity to discover it in themselves.” - Ricardo Semler author of ‘Maverick’ and “The Seven Day Weekend”.

“Those who enter to buy, support me. Those who come to flatter, please me. Those who complain teach me how I may please others so that more will come. Only those hurt me who are displeased but do not complain. They refuse me permission to correct my errors and improve my service.” - Marshall Field – a message from a retailer in another era just as pertinent to us today.

"If you have a big box of oranges and one is sick and you leave it there, then one month later you have 10 oranges you have to throw in the garbage.” - Jose Mourinho, the Portuguese coach of the world’s richest soccer team, Chelsea.

“I think negative people should be taxed. They require an incredible amount of energy. They're like corgis nibbling at your ankles and I'm sure they exist to show us the difference between heaven and hell.” - Vicki Buck, Former Mayor, Christchurch City Council

“You need to praise eight times more than you criticise to get people to move along an agreed path.”  - Stephen Covey.

"Real leaders say I don’t know. They don’t claim to have all the answers. That frees your people up to go find answers instead of training them to be dependent on you.” - Anne Metcalfe, Head of Customer Management, Debenhams.

Comments

[Clive Read]

Hi Jurek,

I was at your talk in Collie last night with my wife and daughter. I've just been reading through your site and thought you might like one of my favourite quotes. It's by George S. Patton.

"Don't tell people how to do things, tell them what to do and let them surprise you with their results."

Thanks for the information last night, it's always good to be reinvigorated!

Regards,

Clive.

[Clive Read]

Hi Jurek,

I was at your talk in Collie last night with my wife and daughter. I've just been reading through your site and thought you might like one of my favourite quotes. It's by George S. Patton.

"Don't tell people how to do things, tell them what to do and let them surprise you with their results."

Thanks for the information last night, it's always good to be reinvigorated!

Regards,

Clive.