Storyboarding is what I call an "idea landscape" - one that can help unleash creativity, improve communication, and identify practical solutions to complex problems. The beauty of storyboarding is that ideas from an entire team are harnessed, not just those from the extroverts or vocal members.

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

Always look for ways to improve even the "good show."

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

Write down your Dream or story; create your own unique Values, Believe in them, and use them to make all decisions; Dare to take some risks; and Do the planning, revisions and details to realize the Dream.

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.

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.