Your business should be defined, not in terms of the product or service you offer, but in terms of what customer need your product or service fulfills. While products come and go, basic needs and customer groups stay around, i.e., the need for communication, the need for transportation, etc. What market need do you supply?

The cure for too much to do is solitude and silence.

Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans.

If you don't toot your own horn, someone else will use it as a spittoon.

Everyday do something in relation to everything that's important to you.

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

We are not just our behavior. We are the person managing our behavior.