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Top 15 Jan Carlzon Quotes (2025 Update)

Jan Carlzon Quote: “If you’re not serving the customer, your job is to be serving someone who is.”

1. “If you’re not serving the customer, your job is to be serving someone who is.”

— Jan Carlzon

Featured in: Service Quotes

Jan Carlzon Quote: “You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.”

2. “You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.”

— Jan Carlzon

Jan Carlzon Quote: “Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.”

3. “Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.”

— Jan Carlzon

Jan Carlzon Quote: “We have 50,000 moments of truth every day.”

4. “We have 50,000 moments of truth every day.”

— Jan Carlzon

Jan Carlzon Quote: “Quality doesn’t mean we have to be 100 percent better in any one thing; it means we strive to be 1 percent better in 100 things.”

5. “Quality doesn’t mean we have to be 100 percent better in any one thing; it means we strive to be 1 percent better in 100 things.”

— Jan Carlzon

Jan Carlzon Quote: “Setting a good example is truly the most effective means of communication – and setting a poor one is disastrous!”

6. “Setting a good example is truly the most effective means of communication – and setting a poor one is disastrous!”

— Jan Carlzon

Jan Carlzon Quote: “An individual without information can’t take responsibility. An individual with information can’t help but take responsibility.”

7. “An individual without information can’t take responsibility. An individual with information can’t help but take responsibility.”

— Jan Carlzon

Jan Carlzon Quote: “Do not fear adversity. Remember, a kite rises against the wind rather than with it. People are not willing to take risks when they feel afraid or threatened. But if you manage people by love-that is, if you show them respect and trust-they start to perform up to their real capabilities.”

8. “Do not fear adversity. Remember, a kite rises against the wind rather than with it. People are not willing to take risks when they feel afraid or threatened. But if you manage people by love-that is, if you show them respect and trust-they start to perform up to their real capabilities.”

— Jan Carlzon

Jan Carlzon Quote: “The only thing that counts is a satisfied customer.”

9. “The only thing that counts is a satisfied customer.”

— Jan Carlzon

Jan Carlzon Quote: “The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.”

10. “The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.”

— Jan Carlzon

Jan Carlzon Quote: “If anything goes wrong, the customer doesn’t care whose fault it is. He’s the one who’s going to suffer anyway.”

11. “If anything goes wrong, the customer doesn’t care whose fault it is. He’s the one who’s going to suffer anyway.”

— Jan Carlzon

Jan Carlzon Quote: “Problems should be solved on the spot, as soon as they arise. No front-line employee should have to wait for a supervisor’s permission.”

12. “Problems should be solved on the spot, as soon as they arise. No front-line employee should have to wait for a supervisor’s permission.”

— Jan Carlzon

Jan Carlzon Quote: “Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.”

13. “Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.”

— Jan Carlzon

Jan Carlzon Quote: “A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.”

14. “A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.”

— Jan Carlzon

Jan Carlzon Quote: “I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important.”

15. “I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important.”

— Jan Carlzon

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