Quality doesn't mean we have to be 100 percent better in any one thing; it means we strive to be 1 percent better in 100 things.

The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.

We have 50,000 moments of truth every day.

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.

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.

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.