Anytime you have to rely upon your enemy for a job you're in bad shape.
Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.
If you're not serving the customer, your job is to be serving someone who is.
You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.
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.
SAS is 'created' 50 million times a year, 15 seconds at a time. These 50 million 'moments of truth' are the moments that ultimately determine whether SAS will succeed or fail as a company. They are the moments when we must prove to our customers that SAS is their best alternative.
Love, consciousness, and creativity are the highest refinements of the cosmic evolutionary force.
Songs hold different memories for different people and the great ones are the ones that become a part of you and your story.
. . . and then, I have nature and art and poetry, and if that is not enough, what is enough?
Nothing is as seductive as the assurance of success.