Happy employees ensure happy customers. And happy customers ensure happy shareholders—in that order.

There are leaders, and there are those who lead.

I never imagined I'd write a book.

Poor leaders push us towards the goal. Great leaders guide us through the journey.

There are two kinds of experts: academic experts and practical experts. One is not better than the other, but they are very different, and each offers very different value.

If someone's performance is down we do not say, 'Hey pick up your things here.' We do not yell and scream at them, we say, 'Are you okay?' The idea of putting our financials goal aside for one minute to express empathy for the human being for that work and saying, 'Are you okay?' That is part of the sacrifice.

Our survival depends on our ability to form trusting relationships.