All the well-meaning advice in the world won't amount to a hill of beans if we're not even addressing the real problem.
Stephen CoveyIn 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.
Stephen CoveyBe sure that, as you scramble up the ladder of success, it is leaning against the right building.
Stephen CoveyHabit is the intersection of knowledge (what to do), skill (how to do), and desire (want to do).
Stephen CoveyActually I did not invent the seven habits, they are universal principles and most of what I wrote about is just common sense. I am embarrassed when people talk about the Covey Habits, and dislike the idea of being some sort of guru.
Stephen CoveyIt 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.
Stephen Covey