A wonderful quality about America is that we love redemption stories. We're quick to lash out and assign blame, but we also draw from deep reservoirs of forgiveness.

When you're working in crisis situations, people have a tendency - particularly the media - to stake out your house.

At the end of the day, I play to win, and otherwise, I wouldn't be good at my job.

Crisis is not a nine-to-five job... Crisis happens when you least expect it.

Problems arise when we go through life relying too much or too little on particular traits, which, in turn, can lead to a crisis.

You do your work, and you do the best you can. That's what my parents taught me, and I think what they were saying was, 'If you do a good job, other things may come your way.' That's really been the way my career has unfolded throughout the years.

I think there are some things that just cannot be fixed.

Social media, for me, is just a thorn in my side. It's painful. For us in crisis, it has totally changed the way we do business. It's a big, big game changer.

If I'm really telling someone what's coming ahead of them, then I'm going to say it, and I'm going to own those words.

I charge by the hour, or I am on a retainer. We try to work with the client.