When you focus on results, you will very seldom see a change in your culture. But, if you focus on a customer-centric culture, you will realize long-term results.

Innovate, don't imitate. Set out to create a culture that is right for your organization, then work at making it happen.

Habits grow from obtaining knowledge, attitude and skills.

My mother's work ethic, her attitude, and the way she treated each and every customer as if they were her best friend were better lessons than could be found in all the text books in the world.

This is great if you know all those "not to do" strategies. Sometimes you learn the "not to do's" by doing. The key is to fail forward fast. Try, fail, learn, and quickly try again.

Companies whose marketing and sales departments are not using the Internet and social media for communication may have the same fate that the dime stores had when Wal-Mart came onto the scene.

Productivity starts with doing the right things.

In the long run, it costs more to provide poor rather than good service.

The key is to make sure you are doing the "right things" before you worry about doing things "right".

If your values are not used as the constitution of your organization, or if they are compromised, they become just words on paper.

People are over 20 times more likely to remember a story than a series of facts and figures. A good story touches our hearts.

Always try to come back to your senses when in love, because that's the moment you become almost carried away by sensuality and sentiments.

The heart breaks, but carries on. It can shoulder the most impossible burdens.

When everyone is moving towards depravity, no one seems to be moving, but if someone stops he shows up the others who are rushing on, by acting as a fixed point.

I'd like to thank ma da (dad)... my mum for doin' aw ma washin'

Resilience is based on the ability to embrace the extremes -- while no becoming an extremist. ... **Most companies don't do paradox very well.** (emphasis by author) [2002] p.25f

Ringo Starr may not have much of a voice, but when he sang a song on a Beatle album, it had its own special charm.

I put a drop of lavender essential oil on my pillow before I go to sleep.

People dislike uncertainty so much that they will impose an order on it even when it doesn't exist.

Our Redeemer ever present in the most Blessed Sacrament, extends His hands to everyone. He opens His heart and says, 'Come to Me, all of you.'

Afterthought makes the first resolve a liar.