My mother's work ethic, her attitude, and the way she treated each and every customer as if they were her best friend were better lessons than could be found in all the text books in the world.

When you focus on results, you will very seldom see a change in your culture. But, if you focus on a customer-centric culture, you will realize long-term results.

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."

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.

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

For almost 100 years, The Walt Disney Company has had a variety of leaders. Even though it has been hard for some of these leaders to maintain their focus, the Company has been successful in remaining true to Walt's original direction to create the finest in family entertainment.