First be effective and then be efficient.

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.

In the history of the world, we have left our footprints by our unique stories.

Leadership and management are not synonymous.

I mean, that's at least in part why I ingested chemical waste - it was a kind of desire to abbreviate myself. To present the CliffNotes of the emotional me, as opposed to the twelve-column read.

As you will it, so shall it be.

The great thing about writing compared to life is getting to tie things up.

Often our self-esteem is bruised by criticism.

Love all men as God, even if they hurt you or shame you. Be like Gandhi and Christ.

No generalization is wholly true—not even this one.

Where there is a lack of other connections, of meaningful moments, in our lives, music can often full the gap.

I loved to write; in my late teens I had a 'zine. But it wasn't until I went back to school, later on in my 20s, that I actually saw that I had writing talent.