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.

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.

The need to leave a legacy is our spiritual need to have a sense of meaning, purpose, personal congruence, and contribution.

A moment of choice is a moment of truth. It's the testing point of our character and competence.

It is one thing to make a mistake, and quite another thing not to admit it. People will forgive mistakes, because mistakes are usually of the mind, mistakes of judgment. But people will not easily forgive the mistakes of the heart, the ill intention, the bad motives, the prideful justifying cover-up of the first mistake.

Link yourself to your potential, not to your past.

Unless you’re continually improving your skills, you’re quickly becoming irrelevant.