The clear, unmistakable sign of a bureaucrat is somebody who worries about whether he has a window.
People with different personalities, different approaches, different values succeed not because one set of values or priorities is superior but because their values and practices are genuine.
You [the employees] are involved in a crusade.
Treat your employees like customers.
I forgive all personal weaknesses except egomania and pretension.
The essential difference in service is not machines or 'things.' The essential difference is minds, hearts, spirits, and souls.