Your most important work is always ahead of you, never behind you.

Values determine behavior; Principles determine the consequences of behavior.

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.

The key to the ability to change is a changeless sense of who you are, what you are about and what you value.

Most people struggle with life balance simply because they haven't paid the price to decide what is really important to them.

The key is taking responsibility and initiative, deciding what your life is about and prioritizing your life around the most important things.

When we listen with the intent to understand others, rather than with the intent to reply, we begin true communication and relationship building. Opportunities to then speak openly and to be understood come much more naturally and easily.