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.

When parents see their children's problems as opportunities to build the relationship instead of as negative, burdensome irritations, it totally changes the nature of parent-child interaction. Parents become more willing, even excited, about deeply understanding and helping their children. . . . This paradigm is powerful in business as well.

If you carefully consider what you want to be said of you in the funeral experience, you will find your definition of success.

It is extremely ironic that the more we care about what people think about us the less we care about people, and the less we care about what people think about us the more we begin to care for others

When we succumb to believing that we are victims of our circumstances and yield to the plight of determinism, we lose hope, we lose drive, and we settle into resignation and stagnation.

When you really listen to another person from their point of view, and reflect back to them that understanding, it's like giving them emotional oxygen.

Patience is emotional diligence.