"The well-served customer...is an appreciating asset. Every small act on her or his behalf ups the odds of repeat business, add-on business, and priceless word-of-mouth referral."

“If not excellence, what? If not excellence now, when?”

“If you want to achieve Excellence, you can get there today. As of this second, quit doing less than Excellent work. The first 99.9% of getting from here to there is the determination to do it and not to compromise, no matter what set of road blocks those around you erect.”

“Bosses: You make your living going to meetings. Hence any meeting that does not bubble and incite enthusiasm is a forever-lost opportunity.”

“Read deep! Read often! Out-READ the 'Competition'!!!”

“The Big Four: Out-read 'em. Out-study 'em. Out-present 'em. Out-listen 'em.”

“What is my personal strategy for the next 10 hours? Who can I talk with or what can I volunteer for to learn something new?”