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

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.

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!

If you do not want to be lied to, then you need to stop following politics.

The difference between the power of love and the power of atomic bomb is that atomic bomb has a limit.

Tiago had heard of what some called the 'human database' or 'omnilogos', but nothing could have prepared him for this.

I have legs of iron, but to tell you the truth, they're starting to rust and buckle a bit.

Heart and mind overcome all.

If your hand doesn't work for it, your heart doesn't feel sorry for it.

I actually don't think that I'm gonna sell a lot of records.

Parents aren’t the people you come from. They’re the people you want to be, when you grow up.

Read, read, read, read, read. Read everything. You can’t work unless you know the world, and outside of living in the world the best way to learn about the world is to read about it.

In a very small way, painting addresses the 'Big Questions' to which we'll never find the answers. You do what you have to do even if it seems hopeless.