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

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.

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!

Life, like that water droplet, is everlasting and imperishable. There is only a transition, never an end !

I laugh with them because it is one of the worst things to be in a room full of people and not laughting when everybody else is.

Overnight business could go down enough to hurt; yet as a rule it slowly recovered-sometimes it seemed to take forever-went up, not high enough to be really up, only not down.

Remember my friend to enjoy your planning as well as your accomplishment, for life is too short for negative energy.

Honor is the greatest poet.

It is fun to have fun.

The fundamental reason why Medicare is failing is why the Soviet Union failed - socialism doesn't work.

On the fourth day of telecommuting, I realized that clothes are totally unnecessary.

I once called the head of a network a liar. In hindsight, I should have called him an incompetent liar.

We had our unhappy moments but they got channelled into the kind of sadness that was necessary for singing a song about going nowhere. So it worked out very well I think.