"The work we do is a reflection of who we are. If we’re sloppy at it, it’s because we’re sloppy inside. If we’re late at it, it’s because we’re late inside. If we’re bored by it, it’s because we’re bored inside, with ourselves, not with the work. The most menial work can be a piece of art when done b"
"The idea the Boss expressed to me was broken down into three parts: The first says that the customer is not always right, but whatever they are not not, it is our job to make them feel this way. The second says everyone who works here is expected to work towards being the best he can possibly be at "
"I came to understand that the hotel was the least important thing in our relationship. What was important was how seriously I took to playing the game he had created here. He wasn’t looking for employees so much as for players in his game. He was looking for people who wanted something more than jus"
"1. Never figure out what you want your people to do and then try to create a game out of it. If it is to be seen as serious, the game has to come first; what your people do, second. 2. Never create a game for your people you’re unwilling to play yourself. They will find you out and never let you for"
"What lessons haven’t we learned here at the end of the twentieth century, Sarah? Maybe we just don’t care enough. Meaning, it seems to me, is the product of caring, not vice versa. What we care about the value. And so, as I look around, I see that we are in some very fundamental way disconnected fro"