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

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.

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.

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!

Things I fear will forever change and we old souls can do little but be swayed by the winds.

If you find that you are short of funds in the field, remember that any paper can be mind augmented to perform in the place of real money.

Eventually every man reaches a point where every memory is unwelcome

If I do decide to have a Girl's Gone Wild moment, I want it to be with some hot young thing, not a senior citizen-Jaycie Lerner

One cannot develop taste from what is of average quality but only from the very best.

In college, I was an editor on the student daily... To the extent that I noticed the existence of crew at all, I saw only what appeared to be big-boned acolytes who rose at dawn.

Misquotation is, in fact, the pride and privilege of the learned. A widely- read man never quotes accurately, for the rather obvious reason that he has read too widely.

I think it'd be useful for parents to know kind of what is the culture of an institution.

I have not changed with the accomplishments. I've remained the same. If I had changed, great. You know, but I haven't.

Hefeweizen. Never drink something you can't spill.