When people seriously undertake to identify what really matters most to them in their lives, what they really want to be and do, they become very reverent. They start to think in larger terms than today and tomorrow.

In many situations involving service recovery - the problem itself became the catalyst for the creation of even greater trust as the companies took the issues head-on and worked through the difficult problem in a way that restored confidence.

It takes courage to realize that you are greater than your moods, greater than your thoughts, and that you can control your moods and thoughts.

Employers and business leaders need people who can think for themselves - who can take initiative and be the solution to problems.

By centering our lives on timeless, unchanging principles, we create a fundamental paradigm of effective living. It is the center that puts all other centers in perspective.

Empathic listening takes time, but it doesn't take anywhere near as much time as it takes to back up and correct misunderstandings when you're already miles down the road; to redo; to live with unexpressed and unsolved problems; to deal with the results of not giving people psychological air.

By behaving in ways that build trust with one, you build trust with many.