I believe that a life of integrity I the most fundamental source of personal worth. I do not agree with the popular success literature that says that self-esteem is primarily a matter of mind set, of attitude-that you can psych yourself into peace of mind. Peace of mind comes when your life is in harmony with true principles and values and in no other way.

All things are created twice. All things. Vision is the first creation. For a house it's called the blueprint. For a life it's called a mission. For a day it's called a goal and a plan. For a parent it's called a belief in the unseen potential of a child. For all, it is the mental creation which always precedes the physical, or second, creation.

Consult the wisdom of your heart as well as your mind.

Listen, involve, synergize at work. Then you will bury the old and create an entirely new winning culture which will unleash people's talents and create complementary teams where strengths are made productive and weakness are made irrelevant through the strengths of others.

Sacrifice really means giving up something good for something better.

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.

To change ourselves effectively, we first had to change our perceptions.