Fundamentally, we are a product of choice, not nature (genes) or nurture (upbringing, environment).

You have to water the flowers you want to grow.

Make small commitments and keep them. Be a light, not a judge. Be a model, not a critic. Be a part of the solution, not the problem.

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.

People behave more on the basis of how they feel than how they think; unless there are good feelings between people, it is almost impossible to reason intelligently.

It's better to be trusted than to be liked.

Unless you’re continually improving your skills, you’re quickly becoming irrelevant.