Q: When you are already in the lead, how do you to stay ahead?

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.

Love and learning are similar in that they can never be wasted.

Rebellion cannot exist without a strange form of love.

Every decision you make, from what you eat to what you do with your time tonight, turns you into who you are tomorrow and the day after that.

[Some people think] that storytelling is telling jokes. So they have to be discouraged! Then others think that storytelling-is like an encounter group . . .

You live in a world at war. Spiritual attack must be a category you think in or you will misunderstand more than half of what happens in your marriage.

Dogs wait for us faithfully.

During the Sixties, the Americans thought I was the greatest thing in the history of cinema.

I like clothes and fashion. It's a hobby for me and I really enjoy being part of it, so it's nice when people say: 'He can dress quite well.

To get the truth, you want to get your own heart to pound while you write.

Constantly scanning the world for the negative comes with a great cost. It undercuts our creativity, raises our stress levels, and lowers our motivation and ability to accomplish goals.