If my sense of security lies in my reputation or in the things I have, my life will be in a constant state of threat and jeopardy-a fear that these possessions may be lost, stolen, or devalued. If I'm in the presence of someone of greater net worth, fame, or status, I feel inferior. If I'm in the presence of someone of lesser net worth, fame or status, I feel superior. My sense of self-worth constantly fluctu-ates. I don't have any sense of constancy, anchorage, or persistent selfhood. I am constantly trying to protect and insure my assets, properties, securities, position, or reputation.

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.

All things are created twice. There's a mental or first creation, and a physical or second creation of all things. You have to make sure that the blueprint, the first creation, is really what you want, that you've thought everything through. Then you put it into bricks and mortar. Each day you go to the construction shed and pull out the blueprint to get marching orders for the day. You begin with the end in mind.

People are your most valuable asset. Only people can be made to appreciate in value.

They [Nazi captors]had more liberty, more options to choose from in their environment; but he [Viktor Frankl] had more freedom, more internal power to exercise his options.

There are principles that govern human effectiveness - natural laws in the human dimension that are just as real, just as unchanging and unarguably there as laws such as gravity are in the physical dimension.