The job is not your work; what you do with your heart and soul is the work.

The mirror we hold up to the person next to us is one of the most important pictures she will ever see.

Leading is a skill, not a gift. You're not born with it, you learn how.

Anticipated, personal, and relevant advertising always does better than unsolicited junk.

The only purpose of customer service is to change feelings.

My new favorite word is 'awkward.'...Th e reason we need to be in search of awkward is that awkward is the barrier between us and excellence, between where we are and the remarkable. If it were easy, everyone would have done it already, and it wouldn't be worth the effort.

If there isn't a good reason, go home. If there is, then do something ... loud, now, and memorable.