You have the power to help people become winners.

No one can make you serve customers well. That's because great service is a choice.

As a manager the important thing is not what happens when you are there, but what happens when you are not there

Catch people in the act of doing something right.

Catching people doing things right is a powerful management concept.

I grew up in New England. I think I was brought up with the Puritan ethic: that if you worked really hard in life, then good would come to you. The harder you work, the luckier you get. I've come to believe that it's the smarter you work, the better.

Your game is only as good as your practice.