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" The magic formula that successful businesses have discovered is to treat customers like guests and employees like people. "

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" I don't read many business books. I read good fiction. Business is about people, so my favorite business books are anything by Dickens. "

" We found that the most exciting environments, that treated people very well, are also tough as nails. There is no bureaucratic mumbo-jumbo... excellent companies provide two things simultaneously: tough environments and very supportive environments. "

" Leaders understand the ultimate power of relationships. "

" The workplace revolution that transformed the lives of blue-collar workers in the 1970s and 1980s is finally reaching the offices and cubicles of the white-collar workers. "

" If a window of opportunity appears, don't pull down the shade. "

" Leaders don't create followers, they create more leaders. "

" Business is about people. It's about passion. It's about bold ideas, bold small ideas or bold large ideas. "

" I know it sounds crazy, but you've got to let what you're going to do find you, rather than you pursuing it. "

" I endorse a lot of people - sometimes people say I endorse too many books. And my response has always been the same: If I can get one case study that can give me one good idea that I can implement for $25, or for these days one-third of that on Kindle, I've gotten a very good deal. "

" Today brands are everything, and all kinds of products and services - from accounting firms to sneaker makers to restaurants - are figuring out how to transcend the narrow boundaries of their categories and become a brand surrounded by a Tommy Hilfiger-like buzz. "

" 'In Search of Excellence' - even the title - is a reminder that business isn't dry, dreary, boring, or by the numbers. Life at work can be cool - and work that's cool isn't confined to Tiger Woods, Yo-Yo Ma, or Tom Hanks. It's available to all of us and any of us. "

" As far as I'm concerned, the first business leader who was able to establish a cult of personality around his tenure was Lee Iacocca. "

" South Africa has all the tools to compete in the new global village - an eager workforce, ready to take on any challenge. "

" One simply cannot pay tribute to Stephen Covey without saying at the outset that he was a lovely human being. "

" Celebrate what you want to see more of. "

" The whole secret to our success is being able to con ourselves into believing that we're going to change the world because statistically we are unlikely to do it. "

Change The World

" Give a lot, expect a lot, and if you don't get it, prune. "

" I don't want the 35-year-olds in my audience to think of me as as 'pops' giving the kind of advice that only 65-year-olds can understand. "

" If you're not confused, you're not paying attention. "

" Management is about arranging and telling. Leadership is about nurturing and enhancing. "

" Almost all quality improvement comes via simplification of design, manufacturing... layout, processes, and procedures. "

" For the blue-collar worker, the driving force behind change was factory automation using programmable machine tools. For the office worker, it's office automation using computer technology: enterprise-resource-planning systems, groupware, intranets, extranets, expert systems, the Web, and e-commerce. "

" I had no idea what I was doing when I wrote 'Search.' There was no carefully designed work plan. There was no theory that I was out to prove. "

" Statistically and emotionally, I believe that the way I can be of help to society is by doing what I know and what I've been good at. "

" Winners must learn to relish change with the same enthusiasm and energy that we have resisted it in the past. "

" Mastery is great, but even that is not enough. You have to be able to change course without a bead of sweat, or remorse. "

" Test fast, fail fast, adjust fast. "

" The top athletes are consummate pros who work obsessively at their craft. Approach yours the same way. "

" One of the biggest problems of 'In Search of Excellence' is that it focused on giant, publicly-traded companies. There are thousands upon thousands of excellent companies. Some of them are two-person accountancies in a community of three thousand people. "

" Vision is dandy, but sustainable company excellence comes from a huge stable of able managers. "