Quote

In many situations involving service recovery - the problem itself became the catalyst for the creation of even greater trust as the companies took the issues head-on and worked through the difficult problem in a way that restored confidence.

Stephen Covey

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Stephen Covey
Age: 79 †
Born: 1932
Born: October 24
Died: 2012
Died: July 16
Author
Businessperson
Professor
Writer
Salt Lake City
Utah
Stephen Richards Covey
Way
Head
Worked
Restored
Situation
Confidence
Catalyst
Company
Became
Involving
Greater
Leadership
Recovery
Difficult
Took
Situations
Problem
Creation
Companies
Many
Trust
Inspiring
Even
Issues
Service

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Be a light, not a judge, be a model not a critic. Little by little, your circle of influence will explode and you will avoid the emotional metastasizing cancers of complaining, criticizing, competing, comparing and cynicism, all which reflect victimization, all of which are the opposite of being proactive.
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I believe that there are parts to human nature that cannot be reached by either legislation or education, but require the power of God to deal with.
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We not not our feelings. We are not our moods. We not even our thoughts.
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Motivation is a fire from within. If someone else tries to light that fire under you, chances are it will burn very briefly.
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Vision is about more than just getting things done, accomplishing some task, achieving something it is about discovering and expanding our view of others, affirming them, believing in them, and helping them discover and realize the potential within them-helping them find their own voice.
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In a very real sense, there are only two roles in organisations: customers and suppliers. Everybody functions simultaneously in both roles, whether inside or outside the organisation the essence of good business, therefore, is the quality of the relationship between customer and supplier.
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Most people do not listen with the intent to understand they listen with the intent to reply.
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In the absence of wake-up calls, many of us never really confront the critical issues of life.
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Common sense is not always common practice.
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If there's one thing that's certain in business, it's uncertainty.
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Public behavior is merely private character writ large.
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What is important to another person must be as important to you as the other person is to you
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The key to motivation is motive. It's the why. It's the deeper yes! burning inside that makes it easier to say no to the less important.
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The heart and soul of loving yourself is integrity and the peace of conscience it inspires.
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To change ourselves effectively, we first had to change our perceptions.
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The role of the leader is to foster mutual respect and build a complementary team where each strength is made productive and each weakness irrelevant.
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There's no better way to inform and expand you mind on a regular basis than to get into the habit of reading good literature.
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Your most important work is always ahead of you, never behind you.
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Sometimes poor behavior is simply bad execution of good intent.
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To achieve goals you've never achieved before, you need to start doing things you've never done before.
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