Insecure managers create complexity. Frightened, nervous managers use thick convoluted planning books and busy slides filled with everything they’ve known since childhood……. They worry that if they’re simple, people will think they’re simple minded. In reality, of course, it’s just the reverse. Clear, tough minded people are the most simple.

Hierarchy is an organization with its face toward the CEO and its ass toward the customer.

The Internet is the Viagra of big business.

The essence of competitiveness is liberated when we make people believe that what they think and do is important - and then get out of their way while they do it.

Ninety-nine point nine percent of all employees are in the pile because they don't think.

Again, your challenge is not just to improve. It is to break the service paradigm in your industry or market so that customers aren't just satisfied, they're so shocked that they tell strangers on the street how good you are.

Leadership is helping other people grow and succeed. it is not just about you. It's all about them.... everyone deserves a chance.... you can never let yourself be a victim.