"To satisfy the customer is the mission..." - Quote by Peter Drucker

“There is a point at which a transformation has to take place.”

“No institution can possibly survive if it needs geniuses or supermen to manage it. It must be organized in such a way as to be able to get along under a leadership composed of average human beings.”

“The true business of every company is to make and keep customers.”

“The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself.”

“If there's a problem, we at Wine Library never tell ourselves that once we handle this issue, we'll never have to deal with the person again. We talk to every single person as though we're going to wind up sitting next to that person at his or her mother's house that night for dinner.”

“Only a few businesses will succeed by having the lowest price, so most will need a strategy that includes customer services.”

“Each close you use should be an educational process by which you are able to raise the value in the prospect's mind.”

“The two most important things to remember in business are: to be aware of the consequential impact on ecology, and a caring relationship between employer and employee.”

“I insist on a lot of time being spent, almost every day, to just sit and think. That is very uncommon in American business.”