Nothing good or great can be done in the absence of enthusiasm.
The best leaders are the best notetakers, best askers, and best learners.
We are no doubt in the Great Age of the Brand.
If not excellence, what? If not excellence now, when?
We must reject all notions of 'reform' that serve up more of the same: more testing, more 'standards', more uniformity, more conformity, more bureaucracy.
Remember: You are the only human being in the world who can help this particular customer at this particular moment in time.