A: Set the pace and rule the race. Seek new ways to differentiate, new ways to surprise and delight your customers.

Even a tiny step is one step closer to where you are going.

Exceeding expectations is where satisfaction ends and loyalty begins.

You cannot change what has already happened. You can always change the way you respond.

Quality is more than a promise, it's genuine performance.

When the customer makes contact, he does not want a quote. He wants a commitment.

Service is taking action to create value for someone else.

What matters more? What you said you'd do, what you hoped to do, or what you did?

Acting after being asked is compliance. Acting without being asked is kindness.

Be the mirror in which people admire their true potential.

When customers' expectations change faster than your willingness or ability to serve them, you can be sure they'll be someone else's customers soon.

Courage is the magic that turns dreams into reality.

Symbols, ” Langdon said, “in no way confirm the presence of their original creators.

React with how can I help you versus how can I hurt you.

The Japanese scored an important victory at Pearl Harbor, but the attack pulled the United States into World War II, and four years later, Japan was in ruins, utterly defeated.

What I'm still grappling with and learning how to do is to be looking and thinking cinematically, having come from television.

I've been called a recluse. There's definitely truth in that. I like to spend time alone.

The blind willingness to sacrifice people to truth, however, has always been the danger of an ethics abstracted from life.

Growing up, I didn't know very much about my heritage and the Soviet Union and things of that nature. But when I saw the Soviet Union play hockey for the first time, to me, it was profound.

I love Barbra Streisand. Anybody who knows me knows I just love her, love her, love her!