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.

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

If we want people on the front lines of companies to be responsible for making good business decisions, they must have the same information that managers use to make good business decisions.

Effective team leaders adjust their style to provide what the group can't provide for itself.

All good performance starts with clear goals.

The Hoffman Process brings forth spiritual leadership in a person. It made my spirituality come alive. Through the Hoffman Process I actually brought my faith into my daily actions.

Catch people in the act of doing something right.