A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.

If you're not serving the customer, your job is to be serving someone who is.

You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.

The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.

An individual without information can't take responsibility. An individual with information can't help but take responsibility.

Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.

If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway.

Quality doesn't mean we have to be 100 percent better in any one thing; it means we strive to be 1 percent better in 100 things.

Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.

Problems should be solved on the spot, as soon as they arise. No front-line employee should have to wait for a supervisor's permission

Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!

A man can own a woman or a man can own a knife, but no man can own both.

I am a fan of marriage and a fan of being committed to the right person.

I don't read my reviews, I measure them.

Because when you stop and look around, this life is pretty amazing.

Things have dropped from me. I have outlived certain desires; I have lost friends, some by death... others through sheer inability to cross the street.

The death of our close friends and relatives proves that how close the death is to us!

The first thing I can really tell you is I really love the work.

If we don't believe in moral absolutes and then we get into a cultural-political debate, how are we going to win?

Scientists tracking mirror neurons noticed that a monkey will get excited not just when holding a banana, but also when seeing someone else holding a banana.

I wish my parents had spent more time worrying about my education than me being a star.