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Quote card: Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.

“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.”

Peter Drucker, Innovation and Entrepreneurship (1985)

A cleaner can work hard for three hours, but the customer judges the bathroom. Make sure the bit they see shines.

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