In the past a leader was a boss. Today's leaders must be partners with their people... they no longer can lead solely based on positional power.

Connect the dots between individual roles and the goals of the organization. When people see that connection, they get a lot of energy out of work. They feel the importance, dignity, and meaning in their job.

Customer service is not a department, it's everyone's job.

Take a minute: look at your goals, look at your performance, see if your behavior matches your goals.

Whether you like it or not, you will leave a leadership legacy.

When you touch - don't take. Touch people only when you are giving something - reassurance, support, encouragement, whatever

Your mind and a computer have one thing in common: neither of them know the difference between the truth... and what you tell it.