Next time someone tells you 'never,' remember that means 'not for at least one hour.'

Resilience is not what happens to you. It’s how you react to, respond to, and recover from what happens to you.

The biggest reason that positive endings don't happen is because employees are trained on policies and rules rather than principles.

Home Depot knows 'the more they help, the more they sell'-oh by the way, for the 'bottom liners' who disagree-it's also vice-versa.

If all it takes is an angry stranger to ruin your day, what are you going to do if something really serious happens? Why give someone else control of your life like that?

The best way to apologize is to let the customer vent first. Don't interrupt, just take notes and make empathetic noises. You can even tell the customer that it makes you mad too. Second, ask the customer what their speed of need is. Tell them what they ant to hear. That you apologize, that you understand how they feel, that you are meeting with the appropriate people to get a resolve, and that it will be done in 24-hours.

A big part of honesty is self-discipline, personal resolve, and taking pride in who you are as a person and what each action means to your character.