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.

There are principles that govern human effectiveness - natural laws in the human dimension that are just as real, just as unchanging and unarguably there as laws such as gravity are in the physical dimension.

If you focus on principles, you empower everyone who understands those principles to act without constant monitoring, evaluating, correcting, or controlling.

Your systems are perfectly designed to get the results that you are getting.

Most leaders would agree that they’d be better off having an average strategy with superb execution than a superb strategy with poor execution. Those who execute always have the upper hand.

I try to exercise regularly every day, if I can. It renews you and it gives you more balance in your life. This is a key leverage point.

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.