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

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.

Don't prioritize your schedule, schedule those priorities.

The key to the 99 is the one. Or, put another way, the key to the group is the one individual. Think about the one, talk to the one, regard the one, serve the one. If you are sincere and constant, you will discover that gradually your influence with the many will be magnified.

Peace of mind comes when your life is in harmony with true principles and values and in no other way.

We must not let the actions or words of others determine our responses. Magnanimous people make the choice to respond to the indignities of others based upon their own principles and their own value system rather than their moods or anger.

When people have a real sense of legacy, a sense of mattering, a sense of contribution, it seems to tap into the deepest part of their heart and soul. It brings out the best and subordinates the rest.