Empathy is about standing in someone else's shoes, feeling with his or her heart, seeing with his or her eyes. Not only is empathy hard to outsource and automate, but it makes the world a better place.

Anytime you're tempted to upsell someone else, stop what you're doing and upserve instead.

The billable hours is a classic case of restricted autonomy. I mean, you're working on - I mean, sometimes on these six-minute increments. So you're not focused on doing a good job. You're focused on hitting your numbers. It's one reason why lawyers typically are so unhappy. And I want a world of happy lawyers.

I think people get satisfaction from living for a cause that's greater than themselves. They want to leave an imprint. By writing books, I'm trying to do that in a modest way.

The three things that motivate creative people - autonomy, mastery, purpose!

A lot of times when you have very short-term goals with a high payoff, nasty things can happen. In particular, a lot of people will take the low road there. They'll become myopic. They'll crowd out the longer-term interests of the organization or even of themselves.

Especially for fostering creative, conceptual work, the best way to use money as a motivator is to take the issue of money off the table so people concentrate on the work.