Congratulations offer more potential than cash. The amount of available cash is limited, but managers have an unlimited supply of congratulations. It's important to pay people fairly, but managers also should heap on congratulations and feed people's souls.

Have I done what is really important today?

Everyone knows that not all change is good or even necessary. But in a world that is constantly changing, it is to our advantage to learn how to adapt and enjoy something better.

Catch people in the act of doing something right.

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

Nice guys may appear to finish last, but usually they are running a different race.

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