Without exception, empathy is always appropriate.

In a very real sense, there are only two roles in organisations: customers and suppliers. Everybody functions simultaneously in both roles, whether inside or outside the organisation the essence of good business, therefore, is the quality of the relationship between customer and supplier.

We judge ourselves by our intentions. And others by their actions.

I'm convinced that we can write and live our own scripts more than most people will acknowledge. I also know the price that must be paid. It's a real struggle to do it. It requires visualization and affirmation. It involves living a life of integrity, starting with making and keeping promises, until the whole human personality the senses, the thinking, the feeling, and the intuition are ultimately integrated and harmonized.

You think effectiveness with people and efficiency with things.

Always treat your employees exactly as you want them to treat your best customers.

We see the world, not as it is, but as we are──or, as we are conditioned to see it.