Communication is everyone's panacea for everything.

How do you humiliate and demean someone and then expect him or her to care about product quality.

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

I don't want the 35-year-olds in my audience to think of me as as 'pops' giving the kind of advice that only 65-year-olds can understand.

Even a poor, out-of-datecollection reflects in its own way the values of the people who created it and the community it serves.

Forget all the conventional 'rules' but one. There is one golden rule: Stick to topics you deeply care about and don't keep your passion buttoned inside your vest. An audience's biggest turn-on is the speaker's obvious enthusiasm. If you are lukewarm about the issue, forget it!

Quality involves living the message of the possibility of perfection and infinite improvement, living it day in and day out, decade by decade.