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.

Many people seem to think that success in one area can compensate for failure in other areas. But can it really?... True effectiveness requires balance.

A cardinal principle of Total Quality escapes too many managers: you cannot continuously improve interdependent systems and processes until you progressively perfect interdependent, interpersonal relationships.

Trust is the glue in relationships and organizations

Satisfied needs do not motivate. It's only the unsatisfied need that motivates. Next to physical survival, the greatest need of a human being is psychological survival - to be understood, to be affirmed, to be validated, to be appreciated.

Humility is the mother of all virtues, courage the father, integrity the child and wisdom the grandchild.

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