We have 50,000 moments of truth every day.

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.

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

Do not fear adversity. Remember, a kite rises against the wind rather than with it. People are not willing to take risks when they feel afraid or threatened. But if you manage people by love-that is, if you show them respect and trust-they start to perform up to their real capabilities.

A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.

The only thing that counts is a satisfied customer.

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