The little people will get even, which is one of a thousand reasons why they are not little people at all. If you're a jerk as a leader, you will be torpedoed. And usually it won't be by your vice presidents; it will be on the loading dock at 3am when no supervisors are around.

Smile if it kills you. The physiology of smiling diffuses a lot of anger and angst. It makes your body and soul feel better.

I wrote the book based on a blog that I keep. I also tweet. I don't think that for an incredibly old fart I'm totally behind the power curve. I really believe that the essentials of human relationships remain the same.

We are all Michaelangelos.

Who comes first? Don't be silly, says King Hal; it's employees. That is - and this dear Watson, is elementary - if you genuinely want to put customers first, you must put employees more first.

How do you achieve excellence?...Stop doing non-excellent stuff!

There is no such thing as a minor lapse of integrity