“The two critical questions to ask are: “Who is my customer?” and “What value am I adding?” Unfortunately, many workers cannot answer these questions. They tend to blindly do things, and develop bad habits of doing things over and over for no good reasons.”

Habits grow from obtaining knowledge, attitude and skills.

Write down your Dream or story; create your own unique Values, Believe in them, and use them to make all decisions; Dare to take some risks; and Do the planning, revisions and details to realize the Dream.

There is an old Indian saying, “When legends die, dreams end. When dreams end, there is no more greatness.” Leaders like Walt Disney inspire their organizations to keep their legends and stories alive.

When values are deeply embedded within an organization, they seldom change.

Twenty years ago if you provided someone with horrible service, it may take weeks or even months for the word-of-mouth message to get out to 15-20 potential customers.

Social media can work to a CEO’s advantage. Someone with a great product in a small town in the middle of nowhere can compete in the world marketplace.

The role of any exceptional facilitator or consultant is to work themselves out of a job.

In today’s global economy, innovations and improvements to products and services are not only happening more rapidly than ever before in history, they are being communicated instantaneously. So, it’s “innovate or die”!

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

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

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

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.

In the best organizations, love is the real “pixie dust.”

Organizational culture begins in HR. This means to hire for attitude and train for skill.

One of the reasons for The Walt Disney Company’s long- term success is really the first of Dr. Deming’s famous points, “create constancy of purpose.” In his professional career,

Knowledge is the understanding of what, how and why we need to do something. Skill is applying that knowledge in a practical situation.

Questions would be asked. Answers would be ignored.

In love, there’s sentiment and passion; I know only sentiment through myself, passion through others. I hear certain voices I know say: sentiment=love of the intellect; I can answer: passion=the love of the body.

Before you speak ask yourself if what you are going to say is true, is kind, is necessary, is helpful. If the answer is no, maybe what you are about to say should be left unsaid.

So far from being able to answer for my sins, I cannot even answer for my righteousness!

I did not know that children think the hard questions they ask are easy and thus expect easy answers to them, and that they are disappointed when they get cautious, complex answers.

I have nothing to hide. I am a servant of the living God. He is the only one I answer to.

The value of the security analyst to the investor depends largely on the investor’s own attitude. If the investor asks the analyst the right questions, he is likely to get the right or at least valuable answers.

Finger pointing does not provide answers to grieving relatives