Accept change as a friend. And don't take yourself too seriously.

Forget loyalty. Or at least loyalty to one's corporation. Try loyalty to your Rolodex-your network-instead.

Only those who constantly retool themselves stand a chance of staying employed in the years ahead.

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

Books were rare,expensive, time-consuming to create and copy, and difficult to transport. That is why collections ofprint-based books developed around centers of religious belief, learning, and wealth. It was cheaper andeasier for people to come to the collection than for the collection, or parts of the collection, to go to thepeople.

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

What you decide not to do is probably more important that what you decide to do.