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

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.

If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway.

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.

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

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

If you're not serving the customer, your job is to be serving someone who is.