You can't talk your way out of a problem you behaved your way into!

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.

If we keep doing what we're doing, we're going to keep getting what we're getting.

Principles are natural laws that are external to us and that ultimately control the consequences of our actions. Values are internal and subjective and represent that which we feel strongest about in guiding our behavior.

Habit is the intersection of knowledge (what to do), skill (how to do), and desire (want to do).

When our honor becomes greater than our moods, that is where transformation happens

We could not have gotten where we are without coming the way we came.