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

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.

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,

Musically, he was like an old man in a boy’s skin.

Some of my favorite movies are action movies. You want something good to say. That comes from good writing. But writing is not a skill I possess, unfortunately.

A naked woman is less dangerous than one who spreads her skirt skillfully to cover and exhibit everything at once.

I’ve always enjoyed dancing, and I train myself in it. I try to hone my skills whenever I get the chance.

If someone thinks, ‘I’ll spend the off season working on my fitness and I’ll come back a better cricketer,’ I don’t think that’s enough. You need to spend a lot of time working on your skills and honing your skills.

I think I got a lot of life skills; I got a lot of wisdom; I’ve seen a lot of bad things happen to a lot of good people.

The world, the future, is now within you as your past, as experience, skill in technique, and the rich, everlasting mystery is found to be childish you that, at the time, you made no effort to possess.

LAWYER, n. One skilled in circumvention of the law.