We have 50,000 moments of truth every day.

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.

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

But beauty, real beauty, ends where an intellectual expression begins. Intellect is in itself a mode of exaggeration, and destroys the harmony of any face.

In a free country there is much clamor with little suffering in a despotic state there is little complaint with much grievance.

A man who says that no patriot should attack the war until it is over... is saying no good son should warn his mother of a cliff until she has fallen.

I've been vegetarian for so long now that I don't remember anything different, so it's easy for me to put meals together and make sure my family is eating healthy, too.

Our band is different in the sense that we all are involved with a lot of different projects. It's hard to say when we'll record again, but we're not calling it quits right away.

The obscure we always see sooner or later; the obvious always seems to take a little longer.

All of us... when we think we are talking most intimately to someone else, are actually addressing an image we have of the person to whom we believe we speak.

I'm always impressed with the way the writers find new and creative ways of killing people. But my favourite has to be the hat pin through the ear.

Blessed the man and woman who is able to serve cheerfully in the second rank - a big test.

Inside I never said I wanted to do theatre or be an actor.