“Truth builds trust.”

“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.”

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

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