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

“Customers are human and humans can view situations in unexpected ways.”

“When you give appreciation IN ORDER TO get something– it's manipulation and people can sense it. Appreciate genuinely.”

“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.”

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

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