The Expanded and Annotated My Life and Work

CUSTOMER SATISFACTION IS A KEY SELLING POINT
Ford now stresses the need to focus on the work and not the money, along 
with the need for fuel efficiency and reliability. A dissatisfied customer is 
not an opportunity to make more money from fixing work that had not 
been done right the first time, but a living and angry bad advertisement.
* * *
The most surprising feature of business as it was conducted was the large 
attention given to finance and the small attention to service. That seemed to 
me to be reversing the natural process which is that the money should come 
as the result of work and not before the work. The second feature was the gen-
eral indifference to better methods of manufacture as long as whatever was 
done got by and took the money. In other words, an article apparently was 
not built with reference to how greatly it could serve the public but with refer-
ence solely to how much money could be had for it—and that without any