The only thing that counts is a satisfied customer.

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

Architecture is my work, and I've spent my whole life at a drawing board, but life is more important than architecture. What matters is to improve human beings.

Getting the word out that, yes vaccines are great, the safety data's very, very clear, including any of these specific concerns, that's very important to our foundation.

Whatever the mind is taught to expect, that it will build, produce, and bring forth for you.

I hunt feral hogs. I try not to shoot creatures. That doesn't do anything for me. But big, nasty, smelly, bristly things with tusks that destroy everything that they touch. Yeah, I'll shoot them.

REAL Peace is always unshakable... 'Bliss is unchanged by gain or loss'

I've never felt stigmatized in my profession, nor have I allowed myself to. I don't feel either male or female, I feel I am just me, and I should be able to do whatever I like.

I cannot make my days longer so I strive to make them better.

We laugh & it pits the world against us.

The Caterpillar cannot understand the butterfly

Ignorance is the primary source of all misery and vice.