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.

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.

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!

Eat clean to stay fit, have a burger to stay sane.

If the hammer and the shuttle could move themselves, slavery would be unnecessary.

You can't make people love you but you can make them fear you

I'll believe it if I see it" for dogs translates to "I'll believe it if I smell it." So don't bother yelling at them; it's the energy and scent they pay attention to, not your words.

Laughter need not be cut out of anything, since it improves everything.

What people might find surprising: I taught my wife to change diapers when we had our first.

And Loplop, bird superior, has transformed himself into flesh without flesh and will dwell among us.

I'm just looking for a kind of project that will have a decent role and is something that I'll really enjoy doing. There are a lot more opportunities in television.

What begins in arrogance often ends in shame.

The brain may devise laws for the blood, but a hot temper leaps o'er a cold decree.