Attitudes are every bit as important as aptitudes.

By getting your customers to agree with you in small steps along the way, you have a better chance of reaching agreement when it's time to do business.

Every morning brings new potential, but if you dwell on the misfortunes of the day before, you tend to overlook tremendous opportunities.

Even when change is elective, it will disorient you. You may go through anxiety. You will miss aspects of your former life. It doesn't matter. The trick is to know in advance of making any big change that you're going to be thrown off your feet by it. So you prepare for this inevitable disorientation and steady yourself to get through it. Then you take the challenge, make the change, and achieve your dream.

Rough spots sharpen our performance. And more often than not, obstacles can be turned into advantages. You just can't let your disappointment get in the way.

Southwest Airlines is successful because the company understands it's a customer service company. It also happens to be an airline.

Pale ink is better than the most retentive memory. If it's written down, you can look it up. Just be damn sure you write it down.