The first principle of ethical power is Purpose. By purpose, I don't mean your objective or intention-something toward which you are always striving. Purpose is something bigger. It is the picture you have of yourself-the kind of person you want to be or the kind of life you want to lead.

The key is not to prioritize what's on your schedule, but to schedule your priorities.

Perhaps the greatest role of parenting, more than directing and telling children what to do, [is] helping [children] connect with their own gifts, particularly conscience.

A cardinal principle of Total Quality escapes too many managers: you cannot continuously improve interdependent systems and processes until you progressively perfect interdependent, interpersonal relationships.

The fire inside people is like a match; the way to ignite that flame is initially through friction, then other matches are lit through warmth.

This is the single most powerful investment we can ever make in life—investment in ourselves, in the only instrument we have with which to deal with life and to contribute.

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.