“For every dilemma, find at least three or four possible solutions. The creative process leads to better results.”

“People who work in an environment where doing their best is recognized have a better chance of feeling good about their work.”

“If you take the approach of “earning” your customers’ business every day and treating them well, they’re less likely to try someone else.”

“When you depersonalize abrasive behavior and see it as a call for help you become a catalyst for the best kind of change.”

“Look for the positive qualities in your client's negative behavior.”

“Even your most loyal customers always have a choice about where to take their business.”

“Moods can be contagious. Don't catch or spread a bad mood.”