From Warren Buffet
“Every day, in countless ways, the competitive position of each of our businesses grows either weaker or stronger. If we are delighting customers, eliminating unnecessary costs and improving our products and services, we gain strength. But if we treat customers with indifference or tolerate bloat, our businesses will wither. On a daily basis, the effects of our actions are imperceptible; cumulatively, though, their consequences are enormous.
When our long-term competitive position improves as a result of these almost unnoticeable actions, we describe the phenomenon as “widening the moat.” And doing that is essential if we are to have the kind of business we want a decade or two from now. We always, of course, hope to earn more money in the short-term. But when short-term and long-term conflict, widening the moat must take precedence.”
From a source Unknown
“The customer is the most important visitor on our premises. They are not dependent on us, we are dependent on them. They are not an interruption in our work, they are the purpose of it. They are not an outsider in our business, they are part of it. We are not doing them a favor by serving them. They are doing us a favor by giving us an opportunity to do so”