"Business is about people. If you look after your people, they will look after your business."
This quote emphasizes the importance of prioritizing people in business. It suggests that when businesses focus on the well-being, growth, and satisfaction of their employees (their "people"), those employees are likely to reciprocate by dedicating themselves to the success of the business. In essence, it's a reminder that a strong, supported workforce is essential for a thriving business.
"The customer is always right - until they're wrong, then they're crazy."
This quote by Gerry Harvey highlights a common challenge in customer service: balancing the need to meet customer needs with recognizing when a customer's demands or behavior crosses into unreasonable territory. The "customer is always right" philosophy suggests that, in general, it's important to prioritize customer satisfaction and address their concerns promptly and professionally. However, Harvey acknowledges that there are situations where a customer may make unfounded claims or behave irrationally, which can be frustrating for service providers. In such cases, the customer might be seen as "crazy," not in a derogatory sense, but to signify that their actions or words no longer align with reasonable expectations of dialogue and cooperation. Essentially, Harvey is emphasizing the importance of maintaining a positive customer-service mindset while also setting appropriate boundaries for unreasonable behavior.
"There's no such thing as bad publicity. I used to say that until the Enron scandal happened. Then I realized there was such a thing."
The quote implies that Gerry Harvey, prior to the Enron scandal, believed that any form of publicity, positive or negative, could benefit a company as it still draws attention and awareness. However, after witnessing the highly damaging consequences of the Enron scandal, he revised his perspective, concluding that there is indeed such a thing as "bad publicity" – unfavorable attention that can cause significant harm to a company's reputation and financial standing.
"Don't worry about the competition, just do your best and be better than you were yesterday."
Gerry Harvey's quote emphasizes the importance of self-improvement over competition-focused mindsets. By focusing on personal growth and striving to be better today than we were yesterday, individuals can achieve their potential without being distracted or disheartened by competitors. This perspective encourages resilience, adaptability, and a relentless pursuit of excellence that ultimately leads to success in the long run.
"If you want something done right, do it yourself - unless you're too busy, then delegate it to someone else."
This quote by Gerry Harvey suggests a balance between self-reliance and delegation. If one has the time and capacity, they should strive for quality work by doing tasks themselves. However, if they are overburdened with responsibilities, it is wise to delegate tasks to others, ensuring that the task is still completed effectively. This statement underscores the importance of both personal effort and trust in others when managing workloads effectively.
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