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

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.

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

Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!

A dreamless sleep and a life without ambition are synonymous with death.

Sometimes people tell me I'm a good guy. Thank God, I'd probably be a terrible woman

Beauty isn’t between a size zero and a size eight, it is not a number at all. It is not physical.

I consider my musical ability to be a gift from the Creator. It's not that I try to work hard or nothing like that, it's a gift, it was given to me, and I appreciate it.

For a while after the rape, I was afraid of my own sexuality, because I got raped right about the time when I started developing physically.

Donald Trump is a bully who thrives on division.

My lawyer has been a good friend of mine for a long time. He and I continuously have conversations.

And it's much the same thing with knowledge, for whenever you learn something new, the whole world becomes that much richer.

[Vanity] is an unrecognised form of stupidity, you have to forget the cosmic meaninglessness of all our acts to be able to be vain and that's a glaring form of stupidity.

My fancies are fireflies Specks of living light twinkling in the dark.