All things are created twice; first mentally; then physically. The key to creativity is to begin with the end in mind, with a vision and a blue print of the desired result.

Management works in the system; leadership works on the system.

It's not only a matter of when to do things, but whether or not to do them at all.

Self-awareness involves deep personal honesty. It comes from asking and answering hard questions.

Ineffective people live day after day with unused potential.

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.

Vision is seeing a future state with the mind's eye. Vision is applied imagination.