Statistics suggest that when customers complain business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.

A cardinal principle of Total Quality escapes too many managers: you cannot continuously improve interdependent systems and processes until you progressively perfect interdependent interpersonal relationships.

There are times when even the best manager is like the little boy with the big dog waiting to see where the dog wants to go so he can take him there.

I wouldn't say I was the best manager in the business. But I was in the top one.

I think that the best training a top manager can be engaged in is management by example.

A series of rumors about my attitude as well as derogatory remarks about myself and my family showed me that the personal resentment of the Detroit general manager toward me would make it impossible for me to continue playing hockey in Detroit.

Everything has combined to make my life in New York an amazing experience. I told my manager a few years ago that I wanted to move here and try acting in the theater.