If we keep doing what we're doing, we're going to keep getting what we're getting.

Most of us spend too much time on what is urgent and not enough time on what is important.

Find your voice, and inspire others to find theirs. Don't ignore that longing to make a difference.

Trust is central to an economy that works.

The role of the leader is to foster mutual respect and build a complementary team where each strength is made productive and each weakness irrelevant.

Leadership without mutual trust is a contradiction in terms.

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.