What you did in the past is how you got to today. What you do today is how you will get to the future.

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.

Anyone who's got a guitar, you like to pick it up. I can play a couple of songs, some '50s rock and roll, a bit of Elvis. That's it, really - I'm not a musician, I'm not a singer.

A long time ago a bunch of people reached a general consensus as to what's real and what's not and most of us have been going along with it ever since.

If woman wants to have kids and work a little less she has a big disadvantage compared to a male colleague who has a stay-at-home wife packing his suitcases.

It is the wisdom of the crocodiles, that shed tears when they would devour.

Little redcape," he snarled, "when next you bare steel on Shagga son of Dolf, I will chop off your manhood and roast it in the fire." "What, no goats?" Tyrion said, taking a bite of his cheese.

If you don't burn the candle at both ends, what's the candle got two ends for?

The virtuous soul that is alone and without a master is like a long lone burning coal; it will grow colder rather than hotter.

If you really could fit God in a file, you wouldn't need to believe in God, you know, you'd just go get the file like a box of corn flakes off the shelf.

Note, the reply will not be "I write," an act that I have, after all, been performing since I was nine.

Debt is a task master to be feared almost as much as the dictators themselves. It has enslaved thousands in its meshes. It has wrecked happy homes.