Innovate, don't imitate. Set out to create a culture that is right for your organization, then work at making it happen.

My mother's work ethic, her attitude, and the way she treated each and every customer as if they were her best friend were better lessons than could be found in all the text books in the world.

The key is to make sure you are doing the "right things" before you worry about doing things "right".

The two greatest role models in my professional career were Walt Disney and Dr. Deming. Dr. Deming was the Father of Total Quality Management and the person who redefined quality for the entire world.

In the long run, it costs more to provide poor rather than good service.

Innovate, don't imitate. Set out to create a culture that is right for your organization, then work at making it happen.

An idea becomes great when it becomes tangible.