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

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.

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.

Reaching out takes nothing more than a smile.

Good is good and bad is bad, and nowhere is the difference between good and bad so wide and so fateful as in human character. For character makes destiny in the individual and in the race.

I've lived my life again just telling it to you.

Epicurus was not at all interested in what we would call the problems of mass society, and he thought civic politics was just trouble and to be avoided by the wise.

I'm not sure I would have ever decided to try to write when I was forty-five if I hadn't already gotten that degree [in English].

We wish our names eternally to live; Wild dream! which ne'er had haunted human thought, Had not our natures been eternal too.

I used to have nightmares about the Antichrist - what would happen, where it would come from, and who it would be.

I feel like I’m eighty years old. I’m tired of life and my mind wants to die.

... but I'm always being invaded by others' souls so I can't see my own soul very well.

If travel were so inspiring and informing a business ... then the wisest men in the world would be deck hands on tramp steamers.

Ability is important in our quest for success, but dependability is critical.