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

SAS is 'created' 50 million times a year, 15 seconds at a time. These 50 million 'moments of truth' are the moments that ultimately determine whether SAS will succeed or fail as a company. They are the moments when we must prove to our customers that SAS is their best alternative.

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

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.

Problems should be solved on the spot, as soon as they arise. No front-line employee should have to wait for a supervisor's permission

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

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