Remember: You are the only human being in the world who can help this particular customer at this particular moment in time.

If I read a book that cost me $20 and I get one good idea, I've gotten one of the greatest bargains of all time.

Momentum is a fragile force. Its worst enemy: procrastination. Its best friend: a deadline (think Election Day). Implication no. 1 (and there is no no. 2): Get to work! NOW!

Now it is much faster and cheaper to bring thedocument to the user, rather than ask the user to come to the document or collection.

OPPORTUNITY is not "knocking." It is pounding on your door.

The drive for control, or the perception thereof, is truly the strongest force in human nature.

Don't 'tolerate' mistakes. Embrace them!