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

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

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

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

You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.

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

We have 50,000 moments of truth every day.