1. Excellence comes from human beings doing things of value that customers find memorable.
2. Remember. You are the only human being in the world who can help this particular customer at this particular moment in time.
3. The thing that keeps a business ahead of the competition is excellence in execution.
4. Brand inside is more important than brand outside for sustained success.
5. Leaders' careers will usually be determined by their handling of one or two critical events that no one could possibly anticipate or plan for.
6. Make sure that you spend your time on the things you say are your priorities.
7. Tuck the shower curtain in and give away two-cent candy!
8. It's remarkable how quickly an excellent culture can be torn apart by poor management.
9. Irrelevance comes from always doing the things you know how to do in the way you've always done them.
10. If you love your company and love what you do, you will serve your customers better—period!