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.

Strategy is important, but trust is the hidden variable. On paper you can have clarity around your objectives, but in a low-trust environment, your strategy won't be executed.

If we spend most of our time concerned about things we cannot truly directly influence, what we can influence will be reduced. If we spend our energies on those things over which we can expect positive results, we will expand our influence.

Management is efficiency in climbing the ladder of success; leadership determines whether the ladder is leaning against the right wall.

Role modeling is the most basic responsibility of parents. Parents are handing life's scripts to their children, scripts that in all likelihood will be acted out for the rest of the children's lives.

All things are created twice. There's a mental or first creation, and a physical or second creation of all things. You have to make sure that the blueprint, the first creation, is really what you want, that you've thought everything through. Then you put it into bricks and mortar. Each day you go to the construction shed and pull out the blueprint to get marching orders for the day. You begin with the end in mind.

Only as we keep an open communication with our deep inner life will we have the wisdom to make effective choices.