Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.

The only thing that counts is a satisfied customer.

I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important.

An individual without information can't take responsibility. An individual with information can't help but take responsibility.

Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!

Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.

We have 50,000 moments of truth every day.