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" If I can, for whatever reason, inspire and motivate people, that's a good thing. "

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" You don't want to appear as if you are not a team player, but at the same time, you don't want to be taken advantage of. "

" I charge by the hour, or I am on a retainer. We try to work with the client. "

" Most people somehow look at people in the crisis industry as fixers, but some things can't be fixed by an outside person. "

" Look at the facts as they truly are, not as you want them to be. "

" The ambition and focus that propel you to success can also be your downfall. "

" I think that scandal and intrigue and all of those sort of things that occur behind closed doors - whether it's on the Hill or in the White House - people all find intriguing. "

" Allegations become facts, and facts become truth in the eyes of the public, whether they are true or not. "

" I definitely never had an affair with the president. "

" When you're at the center of the universe, you have to think quickly and size up a situation instantly because, whether you like it or not, you're going to be on the news the next day. "

" I will say this about the truth - that it's one of those crisis rules, whether you are a client or someone who's living their life just every day - is that the truth has a funny way of not going away, and telling the truth is extremely important in dealing with any problem or crisis. "

" Smart people are no different than anyone else. Sometimes they exercise bad judgment, like we all do. "

" It's good to have a healthy ego because that pushes you to succeed. But when you cross a line, and your views are not balanced, that's when you get into trouble. "

" I've always been interested in image and reputation management. Because really, when you think about it, it is an old phrase, but all we have is our word and our good name. "

" Rightfully given near-deity status in the early days of industrial America, the J.P. Morgans, Rockefellers, Carnegies, and Vanderbilts of the world not only ran our country, they were also revered - and often despised - as larger-than-life personalities who could perform feats mere mortals could only dream of. "

" Most of the time, you think the problem is not as big as it is - because it says something negative about you or your company or your leadership. Face the reality: The facts are not as you want them to be. "

" So many people apologize because they feel like they have to - that it's the appropriate thing to do, that it may help them down the road. But people can tell whether you're sincere. "

" If your response to a problem or scandal isn't genuine, followers will sense it. And remember, by saying nothing, you're saying something. "

" A crisis, by its very nature, is a negative event. "

" When clients are involved in a crisis, we often start at the end. When this is over, where do you want to end up? What's your endgame? We try to start from that and work ourselves back. "

" Reputations can be built, attacked, and destroyed on social media. It's a huge game-changer - instantaneously emboldening adversaries and shortening the ride for any corporate or personal brand. "

" If you make a mistake at work, address it as soon as possible - don't hide it. "

" A wonderful quality about America is that we love redemption stories. We're quick to lash out and assign blame, but we also draw from deep reservoirs of forgiveness. "

" Crisis is not a nine-to-five job... Crisis happens when you least expect it. "

" Sometimes people honestly don't realize the magnitude of their words and have no idea that boundaries have been crossed. "

" Whatever the issue is or problem is, you have to own it, and you have to face into it. If not, it will just really get worse, and it will get compounded. "

" My theory on an existing crisis is that you have to be very strategic about each case's unique elements. If a crisis involves a legal component, you need a communication strategy that complements the company's legal objective. A strategy for a plea deal is different than a case going to trial. "

" I think, sometimes when we face problems and issues in our life, we have a tendency to really deny that a problem exists. Or sometimes we say, oh, it'll go away, or we can handle it. It's - you know, don't worry. I've got it covered. And a lot of times, that's not the case. "

" You do your work, and you do the best you can. That's what my parents taught me, and I think what they were saying was, 'If you do a good job, other things may come your way.' That's really been the way my career has unfolded throughout the years. "

" It can be a real blow to our egos when we feel as if our hard-earned degrees don't matter as much as our ability to get the morning coffee orders right. "

" There's always an opportunity with crisis. Just as it forces an individual to look inside himself, it forces a company to reexamine its policies and practices. "