Excellence doesn't mean we have to be 100% better in any one thing: it means we strive to be 1% better in 100 things.

If you're not serving the customer, your job is to be serving someone who is.

You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.

The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.

An individual without information can't take responsibility. An individual with information can't help but take responsibility.

Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.

If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway.

A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.

Quality doesn't mean we have to be 100 percent better in any one thing; it means we strive to be 1 percent better in 100 things.

Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.

Problems should be solved on the spot, as soon as they arise. No front-line employee should have to wait for a supervisor's permission

Everyday I'm inspired to inspire others.

To the solemn graves, near a lonely cemetery, my heart like a muffled drum is beating funeral marches.

She [Marilyn Monroe] was good at being inarticulately abstracted for the same reason that midgets are good at being short.

The Gods cannot help those who do not seize opportunities.

I'm here for you in the same way that you're here for me, each person is an intricate piece of infinity.

The challenge remains. On the other side are formidable forces: money, political power, the major media. On our side are the people of the world and a power greater than money or weapons: the truth.

I get paid to not laugh.

I'm always on a train or a plane, so wherever I happen to be is home.

The secret to comedy is not playing the comedy, but actually playing the situation, playing the drama of it.

Every culture has their myths that people are aware of and share.