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.

At some time in your life, you probably had someone believe in you when you didn't believe in yourself.

We are product of neither nature nor nurture; we are a product of choice, because there is always a space between stimulus and response. As we wisely exercise our power to choose based on principles, the space will become larger.

As a principle-centered person you try to stand apart from the emotion of the situation and from other factors that would act on you, and evaluate the options. Looking at the balanced whole-the work needs, the family needs, the other needs that may be involved, and the possible implications of the various alternatives - you'll try to come up with the best solution taking all factors into consideration. We are limited but we can push back the borders of our limitations.

Management is clearly different from leadership. Leadership is primarily a high-powered, right-brain activity. It's more of an art it's based on a philosophy. You have to ask the ultimate questions of life when you're dealing with personal leadership issues.

Trust is equal parts character and competence... You can look at any leadership failure, and it's always a failure of one or the other.

The human will is an amazing thing. Time after time, it has triumphed against unbelievable odds.