I Believe In The Age Of The

Only Pissed-off People Change The World.

Customers Perceive Service In Their Own Unique, Idiosyncratic, Emotional, Irrational, End-of-the-day, And Totally Human Terms. Perception Is All There Is!

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.

Progress Is Mostly The Product Of Rogues.

Vision Is Dandy, But Sustainable Company Excellence Comes From A Huge Stable Of Able Managers.