Everyone knows that not all change is good or even necessary. But in the world that is constantly changing, it is to our advantage to learn how to adapt and enjoy something out there.

Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create raving fans.

Customer service is not a department, it's everyone's job.Â

He isn't a real boss until he has trained subordinates to shoulder most of his responsibilities

The first principle of ethical power is Purpose. By purpose, I don't mean your objective or intention-something toward which you are always striving. Purpose is something bigger. It is the picture you have of yourself-the kind of person you want to be or the kind of life you want to lead.

'Lead with LUV' is the first book I've ever done that's just a pure conversation between my coauthor and me.

If your employees are disengaged, and they don't take care of your customers, it doesn't matter how good your strategy is - your customers will still go somewhere else.

At Southwest, they're on a mission to democratize air travel. When they first started, the only people who could fly were relatively wealthy businesspeople, and Herb Kelleher's vision was to offer everyone the chance to visit a friend or relative during a happy and a sad time. That's a vision employees can get excited about.

Managing by values - not by profits - is a powerful process that will set your business on the path to becoming what I call a 'Fortunate 500' company.

Some people are really good at the visionary role. They're like third grade teachers who tell people the vision and values over and over and over until they get it right, right, right. But they're not implementers. If they're good leaders, they gather people around them who can take the implementation role and move it forward.