I don't know. Sometimes when I feel about to cry, it often evolves into an impulse to almost laugh. That must have been how I really felt at the time, because I laughed, almost giggled.

世界并不是不完美的，也不是在通往完美的道路上缓慢进化。不，它在每一刻都是完美的，每个罪孽已经内含着恩典。

We don't ever let go of anything, we just go on to the next thing.

最好的领导者是那些倾听所有利益相关者而不仅仅是股东的人。

"A journey is a person in itself; no two are alike. And all plans, safeguards, policing, and coercion are fruitless. We find after years of struggle that we do not take a trip; a trip takes us."

The first step in quality improvement is to understand what the customer really wants.