The service leaders hire one out of 50 applicants, sometimes one out of 100, but they're very, very careful. You can't afford not to be extremely choosy when you hire.

Talent is God-given; be humble. Fame is man-given; be thankful. Conceit is self-given; be careful.

By my count, more business leaders have failed and derailed because of arrogance than any other character flaw.

When you have a dream that you can't let go of, trust your instincts and pursue it. But remember: Real dreams take work, They take patience, and sometimes they require you to dig down very deep. Be sure you're willing to do that.

Exploring how you could make a bad situation worse can sometimes tell you what not to do.

Southwest Airlines is successful because the company understands it's a customer service company. It also happens to be an airline.