INTENTIONS + ACTION = WILL

...while everyone's focusing on keeping the boss happy, who's focusing on keeping the customer happy?

(A manager) once confided in me she liked to picture in her mind's eye that every employee was wearing one of those sandwich billboard signs. On the front side, the sign would read 'Appreciate Me' and on the back side 'Make Me Feel Important.'

...leaders who do not hold their people accountable to a set standard are, in effect, thieves and liars. Thieves because they are stealing from the stockholder who pays them to hold people accountable, and liars because they pretend that everything is OK with their people when in fact everything is not OK.

we must never forget that people buy into the leader before they buy into a mission statement.

Authority: The skill of getting people to willingly do your will, because of your personal influence.

A rut... is little more than a coffin with the ends kicked out.