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

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

An idea becomes great when it becomes tangible.

The role of any exceptional facilitator or consultant is to work themselves out of a job.

Vision without execution is like a plane without wings, or Dumbo without ears, it just won't fly.

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

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.