When you are young, if you can define your long-term dream, - something that you can get passionate about - solidify your values, dare to take a risk and then put a plan together to accomplish that dream... that could be the difference between success and failure in life.

Walt Disney said everything he had ever accomplished was a result of Mickey Mouse. Mickey was Walt's alter ego and he was originally modeled after Charlie Chaplin's Little Tramp character. So without Chaplin, who knows what Mickey would have become!

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.

When values are deeply embedded within an organization, they seldom change.

In the best organizations, love is the real "pixie dust."

In today's global economy, innovations and improvements to products and services are not only happening more rapidly than ever before in history, they are being communicated instantaneously. So, it's "innovate or die"!

Twenty years ago if you provided someone with horrible service, it may take weeks or even months for the word-of-mouth message to get out to 15-20 potential customers. Today, with social media, thousands of potential customers can learn about horrible service within hours, minutes or even seconds after it happens.