You can't change the fruit without changing the root.

Without involvement, there is no commitment. Mark it down, asterisk it, circle it, underline it. No involvement, no commitment.

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.

Nothing is as fast as the speed of trust. Nothing is as fulfilling as a relationship of trust. Nothing is as inspiring as an offering of trust. Nothing is as profitable as the economics of trust. Nothing has more influence than a reputation of trust.

If you don't know yourself, if you don't control yourself, if you don't have mastery over yourself, it's very hard to like yourself, except in some short-term, psych-up, superficial way.

Leadership without mutual trust is a contradiction in terms.

We must seek to understand the intent of communication without prejudging or rejecting the content... Communication, after all, is not so much a matter of intellect as it is of trust and acceptance of others, of their ideas and feelings, acceptance of the fact that they're different, and that from their point of view, they are right.