Frustration is a function of our expectations.

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 roots of the problems we face in the world, in our national life, and in our family and personal lives are spiritual.

Most people define greatness through wealth and popularity and position in the corner office. But what I call everyday greatness comes from character and contribution.

The essence of synergy is to value differences-to respect them, to build on strengths, to compensate for weaknesses

Executives need to understand the economic benefits of trust dividend, especially when the behavior is real, not artificially or superficially created as PR to manipulate trust.

To ignore the unexpected (even if it were possible) would be to live without opportunity, spontaneity, and the rich moments of which "life" is made.