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Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!

Tom Peters

Organizations exist to serve. Period. Leaders live to serve. Period.
TOM PETERS

Entrepreneur Leader Organization
I used to be skeptical when educators and technologists predicted that we may be entering a new era of oral culture, in which audible information will be at least as important as visible information.
TOM PETERS

Entering Important May
It may be primarily property taxes in the case of a public library, or state taxes and tuition in the case of an academic library at a public university, but the funding sources of most libraries continue to have a strong geographic component.
TOM PETERS

Academic Library Strong Tuition
What is my personal strategy for the next 10 hours? Who can I talk with or what can I volunteer for to learn something new?
TOM PETERS

Next Strategy Volunteer
Excellent firms don’t believe in excellence – only in constant improvement and constant change.
TOM PETERS

Educational Inspirational Loyalty
Confidence means non-paralysis, a willingness to act, and act decisively, to start new things and cut failing ventures off.
TOM PETERS

Cutting Mean Motivational Ventures
Like it or not – and often we don’t – power is a pervasive phenomenon. From midnight decisions in the Oval Office that risk the lives of young Americans to quarrels over the kitchen table, power is part of every human equation.
TOM PETERS

Business Country Numbers Power Risk
Usage tends to be global, while funding tends tobe local. When we allow it to happen, usage of a digital library is remarkably diverse and widespread.
TOM PETERS

Digital Library Usage Widerspread
Have you set high standards in the past that make it clear what level of performance you demand?
TOM PETERS

High Levels Past Standards
Become a “learning organization”. Shuck your arrogance – “if it isn’t our idea, it can’t be that good” – and become a determined copycat/ adapter/ enhancer.
TOM PETERS

Arrogance Ideas Organization
What have you done lately – this week – to make yourself stand out? What would your colleagues or your customers say is your greatest and clearest strength? Your most noteworthy (as in, worthy of note) personal trait?
TOM PETERS

Colleagues Greatest Lately Networthy
As a consumer, you want to associate with brands whose powerful presence creates a halo effect that rubs off on you.
TOM PETERS

Halos Powerful Want
Appreciation, applause, approval, respect – we all love it!
TOM PETERS

Applause Appreciation Approval
Mistakes are life. Mistakes are not to be tolerated…they are to be encouraged. The bigger the better.
TOM PETERS

Bigger Encouraged Mistake
You can’t live life without an eraser.
TOM PETERS

Eraser Happen Life Live
The dominant culture in most big companies demands punishment for a mistake, no matter how useful, small, invisible.
TOM PETERS

Culture Mistake Punishment

Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!

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Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!

Related Topics

Popular Authors

More Tom Peters Quotes