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.

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.

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

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

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

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