In a litigation-happy society, clear agreements often prevent small disagreements from becoming big ones.

"You learn when you listen. You earn when you listen - not just money, but respect.

Make the second effort your second nature.

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

Deadlines aren't bad. They help you organize your time. They help you set priorities. They make you get going when you might not feel like it.

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.

Worrying about the past or the future isn't productive. When you start chastising yourself for past mistakes, or seeing disaster around every corner, stop and take a breath and ask yourself what you can do right now to succeed.