Once we are self-aware, we must choose purposes and principles to live by; otherwise the vacuum will be filled, and we will lose our self-awareness and become like groveling animals who live primarily for survival and propagation. People who exist on that level aren't living; they are "being lived".

The only person I know, is the person I want to be

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.

Management is formal authority given from above. Leadership is moral authority given from below and all around.

Live your life by a compass, not a clock.

Trust is the highest form of human motivation.

Without trust, the best we can do is compromise.