Don't make misrepresentations to anyone you deal with. If you believe the other person may have misunderstood you, correct any misunderstanding you find exists. Honesty is integral to ethical behavior, and trustworthiness is essential for good, lasting relationships.

While every body wants it, most don't want to give it.

. . . the world is filled with the kind of customers who deserve the care and attention I advocate, and I'd be willing to jump through hoops to win and keep them.

Sometimes the manager must perform with the courage and agility of a circus performer, carefully crossing the highwire between short-term problems and long-term objectives.

First, there is the law. It must be obeyed. But the law is the minimum. You must act ethically.

At IBM everybody sells! Every employee has been trained to think that the customer comes first - everybody from the CEO, to the people in finance, to the receptionists, to those who work in manufacturing.

You can't talk about leadership without talking about responsibility and accountability...you can't separate the two. A leader must delegate responsibility and provide the freedom to make decisions, and then be held accountable for the results.