Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!

Business isn't some disembodied bloodless enterprise. Profit is fine - a sign that the customer honors the value of what we do. But "enterprise" ( a lovely word ) is about heart. About beauty. It's about art. About people throwing themselves on the line. It's about passion and the selfless pursuit of an ideal.

The manager, in today's world, doesn't get paid to be a steward of resources, a favored term not so many years ago. He or she gets paid for one and only one thing: to make things better (incrementally and dramatically), to change things, to act - today.

Unless you walk out into the unknown, the odds of making a profound difference in your life are pretty low.

Confidence means non-paralysis, a willingness to act, and act decisively, to start new things and cut failing ventures off.

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.

I believe in the age of the Internet, Facebook and Twitter, that relationships are everything.