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

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%.

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!

I think you forget that I'm still alive. It's like you don't expect me to keep on existing now that I'm not in your life every day.

The Holy Scripture is the Spirit of Holy One.

Actions Matter: Do As I Do. Not As I Say.

After 'Wedding Crashers' I was just surprised as to the lack of comedic female material there is. So I had to start working and getting stuff out there for myself.

Microsoft is not the problem. Microsoft is the symptom.

Charity is the pure love of Christ. Let's bring it down for us lay folk to understand. Selflessness, patience. . . . a great definition. . . Charity: The ability to love the sinner and hate the sin.

I remember To Live And Die In L.A. I saw that in the cinemas when I was young in the '80s. I remember the poster. It's a great poster.

There are none of you, good doctors, could cope with my family anyway.

I was angry at my parents when I had to have brain surgery, that they weren't still around, because no matter how old you are you want you parents when you're going through something like that.

I'm constantly proving myself. I have to always prove myself. There are roles where I feel like, "That should have been a straight offer. Why am I having to call my people and fight for it?"