You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.

If you're not serving the customer, your job is to be serving someone who is.

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

Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!

Have you noticed that whatever sport you're trying to learn, some earnest person is always telling you to keep your knees bent?

There is another alphabet, whispering from every leaf, singing from every river, shimmering from every sky.

I think acting is revealing to people what it means to be human.

Sitting outside on a dark night, under the stars, invites confidences amongst people of all ages, and all walks of life. It invokes an intimacy you don’t find under most other circumstances.

Let our New Year's resolution be this: we will be there for one another as fellow members of humanity, in the finest sense of the word.

Out there things can happen, and frequently do, To people as brainy and footsy as you. And when things start to happen, don't worry, don't stew. Just go right along, you'll start happening too!

Lovers should also have their days off.

All life evolves by the differential survival of replicating entities.

The more the universe seems comprehensible, the more it also seems pointless.

Aerosmith's 'Rocks' is on the list of my top favorite albums of all time.