The best customer service

We were making progress on service over the telephones and in local offices. But I also knew that unquestionably the best way to provide customer service, in any business, is to make it unnecessary. No one wants to spend time talking about his or her phone bill or tax return.

Charles O. Rossotti, Many Unhappy Returns: One Man's Quest to Turn Around the Most Unpopular Organization in America (Boston: Harvard Business School Press, 2005), p. 139