If you want to know why your people are not performing well, step up to the mirror and take a peek.
What we give our attention to, grows.
Customer service should not be a department, customer service is everyone's job.
Things not worth doing are not worth doing well.
Leadership is not something you do to people. It's something you do with people.
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.