Knowledge is the understanding of what, how and why we need to do something. Skill is applying that knowledge in a practical situation. Attitude is the desire to transform our knowledge into skills and ultimately into habits.

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.

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

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

There is an old Indian saying, "When legends die, dreams end. When dreams end, there is no more greatness." Leaders like Walt Disney inspire their organizations to keep their legends and stories alive.

People are over 20 times more likely to remember a story than a series of facts and figures. A good story touches our hearts.

Values must be demonstrated through behaviors, but they are truly significant when they represent the beliefs of an entire organization.