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

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.

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.

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

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!

Starting pitching will either lead you to the White House or the out house.

By listening to certain words as a child listens to the sea in a seashell, a word dreamer hears the murmur of a world of dreams.

Rest is the fitting of self to its sphere.

As for me and my family, we'll worship God.

When I wake up, I always drink tons of Guayaki organic yerba mate tea.

I love my family, they love me. And my little brothers, they're like my sons. I raised them.

Stepmothers in books usually behave very spitefully towards the children entrusted to them. But he was now learning by his own experience that in real life this does not always happen.

Societies as well as people become afraid of change as they grow older. It's human nature. The young have adventures while the old sit at home and nurture their memories.

Whatever, in fact, is modern in our life we owe to the Greeks. Whatever is an anachronism is due to mediaevalism.

I know that great gifts come at a price, and that not all talent inspires admiration.