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

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”!

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.

I have been so long master that I would be master still, or at least that none other should be master of me.

Caged birds accept each other, but flight is what they long for.

As long as I play ball, I can get any woman I want.

There was discover’d by me a fifth sort, which had near the thickness of the former, but they were almost twice as long. The first time bacteria were observed.

Maybe when people longed for a thing that bad the longing made them trust in anything that might give it to them.

He doesn’t mind if he dies… indeed, he would like to die; but yet he fears to fall. He would welcome a long sleep; but not at the price of falling to it.

It means being willing to do whatever it takes for as long as it takes. This is the warrior’s way. No excuses, no ifs, no butts, no maybes-and failure isn’t an option. The warrior’s way is simple: “I will be rich or I will die trying.”

What is the victory of a cat on a hot tin roof? – I wish I knew… Just staying on it, I guess, as long as she can.