Giving advice is like playing pinball: only by pushing and pulling can you encourage the ball to go in a new direction and increase your score. But too much pushing and pulling can cause a tilt and stop the game.

Customers who are merely satisfied remain your customers only as long as everything goes their way.

Loyal customers, they don't just come back, they don't simply recommend you, they insist that their friends do business with you.

Effective questioning brings insight, which fuels curiosity, which cultivates wisdom.

Trust is something that happens within people only when it is created between people.

Giving advice is like playing pinball: only by pushing and pulling can you encourage the ball to go in a new direction and increase your score. But too much pushing and pulling can cause a tilt and stop the game.

Customers long to interact with - even relate to - employees who act like there is still a light on inside.