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.

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.

An empowered organization is one in which individuals have the knowledge, skill, desire, and opportunity to personally succeed in a way that leads to collective organizational success.

We are limited but we can push back the borders of our limitations

Trust is the highest form of human motivation. It brings out the very best in people. But it takes time and patience.

If you want to be trusted, be trustworthy.

We think we see the world as it is, when in fact we see the world as we are.