“People feel disrespected when they show up and others don't. The message received is that those who arrive late value their own time more than that of their colleagues.”

“The world is changing. No matter what any of us is shopping for, we can find good products, good services, good solutions. We want to enjoy the experience of using those products, those services. This firm doesn't have a lock on brilliance. Your prospective clients can find that elsewhere. They want to enjoy the experience of implementing a brilliant solution in collegial and congenial partnership with teh people who brought it to them.”

“If you are open, vulnerable, disclosing, more likely than not it will be reciprocated and walls will come down.”

“Joseph Pine wrote that today's economy is an "experience economy", meaning that customers want more than a good product or service; they want to enjoy the experience of using a product or service, which begins with their first interaction with a company. So if, in spite of all your customer-service training and "customer-facing" procedures, policies, and scripts, customers aren't feeling the love, you're in trouble. Love? Yes.”

“What is needed now is for leaders to become more open, more flexible, less egoistic and less hypocritical. We must loosen our death grip on whatever we believe to be the truth simply because it is how we want the truth to look. We must be honest with ourselves and invite honesty from others.”

“One noteworthy study suggests that people who suppress negative emotions tend to leak those emotions later in unexpected ways. The psychologist Judith Grob asked people to hide their emotions when she showed them disgusting images. She even had them hold pens in their mouths to prevent them from frowning. She found that this group reported feeling less disgusted by the pictures than did those who'd been allowed to react naturally. Later, however, the people who hid their emotions suffered side effects. Their memory was impaired, and the negative emotions they'd suppressed seemed to color their outlook. When Grob had them fill in the missing letter to the word "gr_ss", for example, they were more likely than others to offer "gross" rather than "grass". "People who tend to [suppress their negative emotions] regularly," concludes Grob, "might start to see their world in a more negative light." p. 223”

“Has a sense of humor. (Preferably warped.) We know who we are”