If your values are not used as the constitution of your organization, or if they are compromised, they become just words on paper.

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.

An idea becomes great when it becomes tangible.

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

Productivity starts with doing the right things.

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.