When things go wrong, your best recovery effort is required. But don't just provide the missing piece (that's the recovery), also provide uniquely personal assistance (that's the memorable effort).

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.

Stars are born out of dark moments.

If I facepalm myself too much, maybe the pimples will go away.

Every time you hear a car alarm, Ruby said, another New Yorker has gone to hell.

On a long enough time line, the survival rate for everyone drops to zero.

Graduation Speech: You'll have to excuse me if I cry. I've been a little teary-eyed all week the sadness the joy . . . the fact that I'm off my parents' payroll.

Faith is an act of a finite being who is grasped by, and turned to, the infinite.

Hip-hop didn't invent anything… hip-hop re-invented everything.

Hollywood never knew there was a Vietnam War until they made the movie.

Every man's friend is no man's friend.

The media has enormous power. The media is undergoing huge changes now. It seemed like it's time to step back and look at how the media shapes our lives and our perceptions of reality.