As consumers we get more demanding all the time. We want better quality. We want it faster. And cheaper. Plus, we want more choices. Whoever comes along that can satisfy all these 'wants' gets our business.

Some people argue against both optimism and pessimism in favor of so-called realistic thinking. They distrust optimism on the grounds that it causes us to sugercoat problems, discount risks, and exaggerate the upside. Pessimism, on the other hand, is criticized as too downbeat, de-energizing, and generally damaging in its impact. This crown prefers realism as the neutral and objective middle ground.

Who is this vague "they" we blame for so many of our problems? "They" is the obscure party we use as our whipping boy to camouflage the fact that we - you and I and other specific human beings just like us - have to start doing things differently. "They" can't fix anything. We can.

Give people, including yourself, clear permission to make mistakes . . . and to fix the problems. Since nobody's perfect, mistakes should be allowed. Cover-ups shouldn't. Cover-ups create twice the trouble.

...There's a lot more to be gained from being grateful than you might think. Managing your outlook towards appreciation and thankfulness feeds the soul. It brings calm and contentment. It lifts your levels of happiness and hope. Gratitude will amplify your positive recollections about times past, and in turn sets the stage for optimism about the future.

The legal system doesn't always serve as a good guide for your conscience. You can step way over the ethical line and still be inside the law. The same thing goes for rules, policies and procedures - you know, the organization's "internal laws." You can "go by the book" and still behave unethically. Still not move beyond mediocrity. High standards-the ethics of excellence-come to life through your basic values, your character, integrity and honesty. Obeying the law is the bare minimum.

Excellence is a process, not just an outcome. Sure, we have to hold out for high standards in the products or services we provide. The goods must be more than "good enough." But so must our approach - you know, our methodology, the way we do business and deal with people. How could the ends be considered excellent if we can't be proud of the means?