“Would you like me to give you a formula for... success? It's quite simple, really. Double your rate of failure. You're thinking of failure as the enemy of success. But it isn't at all... you can be discouraged by failure / or you can learn from it. So go ahead and make mistakes. Make all you can. Because, remember that's where you'll find success. On the far side.”
“Recently, I was asked if I was going to fire an employee who made a mistake that cost the company $600,000. No, I replied, I just spent $600,000 training him. Why would I want somebody to hire his experience?”
“The toughest thing about the power of trust is that it's very difficult to build and very easy to destroy. The essence of trust building is to emphasize the similarities between you and the customer.”
“Solve it. Solve it quickly, solve it right or wrong. If you solve it wrong, it will come back and slap you in the face, and then you can solve it right. Lying dead in the water and doing nothing is a comfortable alternative because it is without risk, but it is an absolutely fatal way to manage a business.”