How can you learn more? By admiring what you've done right? Or by studying what you've done wrong?

Don't just talk about it, do it.

Make your service systems so strong that everyone looks like a genius.

What's possible today isn't bound by what was possible yesterday, and is never a measure of what's possible tomorrow.

Occasionally problems will occur. When it happens to your customers, fix the problem fast. Make it your speed and generosity that gets remembered, not the problem.

Testimonials describe what has been, and are a promise of what is to come.

Plans turn promises into results and dreams into realities.