All things are created twice. All things. Vision is the first creation. For a house it's called the blueprint. For a life it's called a mission. For a day it's called a goal and a plan. For a parent it's called a belief in the unseen potential of a child. For all, it is the mental creation which always precedes the physical, or second, creation.

We exhaust ourselves more from the tension and the consequences of internal disharmony than from hard, unremitting work.

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.

When we say that leadership is a choice, it basically means you can choose the level of initiative you want to exercise in response to the question, ‘What is the best I can do under the given circumstances?’

A mission statement is not something you write overnight... But fundamentally, your mission statement becomes your constitution, the solid expression of your vision and values. It becomes the criterion by which you measure everything else in your life.

Whenever you experience stress of any kind, look into yourself and ask, In what way am I compromising my innermost values in this situation?

Time management is a misnomer, the challenge is to manage ourselves.