Some people achieve the top of the ladder and only then realise it was standing against the wrong wall.

We immediately become more effective when we decide to change ourselves rather than asking things to change for us.

We are free to choose our actions, . . . but we are not free to choose the consequences of these actions.

Leadership is communicating people's worth and potential so clearly that they come to see it themselves.

Writing distills, crystallizes, and clarifies thought.

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.

Many people seem to think that success in one area can compensate for failure in other areas. But can it really?... True effectiveness requires balance.