We are what we repeatedly do. Excellence, then, is not an act but a habit.

最大的风险就是不冒任何风险。在一个快速变化的世界里，唯一注定失败的策略就是不冒险。

Psychology should illuminate how we cope with our environment.

The way management treats the associates is exactly how the associates will then treat the customers.

Much of what sophisticates loftily refer to as the "complexity of the real world” is in fact the inconsistency in their own minds.