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

Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!

Fail early, fail often.

Healing is your right, your responsibility and the risk you can't afford not to take.

So many lives are in bitterness today not just because of how their pasts were abused, but how they think they were innocent.

The forces that are driving mankind toward unity and peace are deep-seated and powerful. They are material and natural, as well as moral and intellectual.

As long as the League of Nations constitutes only a treaty of guarantee for the victorious nations, it is by no means worthy of its name.

I love baseball. I love watching baseball. As a broadcaster, I get to watch the best 700 players put on the uniform year after year. That, to me, is exciting.

I took no pride in my solitude; but I was dependent on it. The darkness of the room was like sunlight to me.

What separates great jazz musicians from average ones is Taste. Those who have taste consistently choose notes, tempos, timbres and voicings that seduce and satisfy attentive listeners.

I just look like someone with a long face. Not just A. P. McCoy himself, but some of the horses he rides.

The state of ill health is a moment to moment happening. Healing is moment to moment balance, bringing awareness to our thoughts, feelings and emotions and how we respond.