Our behavior is driven by a fundamental core belief: the desire, and the ability, of an organization to continuously learn from any source, anywhere; and to rapidly convert this learning into action is its ultimate competitive advantage.

One of the jobs of a manager is to instill confidence, pump confidence into your people. And when you've got somebody who's raring to go and you can smell it and feel it, give 'em that shot.

What the Commission is seeking cuts the heart out of the strategic rationale of our deal.

When employees underperform, a leader tells them so.

When the amount of change externally exceeds the amount of change internally, the end is in sight.

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.

The team with the best players usually does win - this is why you need to invest the majority of your time and energy in developing your people.