Greatness is not how you feel, it's how you make others feel.

Even a tiny step is one step closer to where you are going.

Exceeding expectations is where satisfaction ends and loyalty begins.

You cannot change what has already happened. You can always change the way you respond.

Quality is more than a promise, it's genuine performance.

When the customer makes contact, he does not want a quote. He wants a commitment.

Service is taking action to create value for someone else.

What matters more? What you said you'd do, what you hoped to do, or what you did?

Acting after being asked is compliance. Acting without being asked is kindness.

Be the mirror in which people admire their true potential.

When customers' expectations change faster than your willingness or ability to serve them, you can be sure they'll be someone else's customers soon.

I'm not asking you to walk in my shoes

I guess the subject of race is so natural to me I never think of it as hefty. It's something I talk about and joke about and discuss with my loved ones every day of my life.

History within itself cannot be transcended. ... In history itself there are only relative victories.

Criticism is a surreal state, like a good drug gone bad. When it's bad you wish it would stop, and when it's good, you can't get enough.

One who previously made bad karma, but who reforms and creates good karma, brightens the world like the moon appearing from behind a cloud.

The day I got called up to the majors I wasn't feeling well. I had gone out with my friends for 'sodas' the night before.

I already have a production company called J Squared and we're working on two projects.

I'm not going to sit at your table and watch you eat, with nothing on my plate, and call myself a diner. Sitting at the table doesn't make you a diner.

I believe the book should be something you protect yourself from by returning to your life. But it has threatened your life. Not by saying something it believes is true, but by attacking it.