Quote: To develop superior performance in others, you must focus on effort. The focus on results kills the opportunity for learning, and can lead to numerous bad habits.

Quote: The key thing is, sales and marketing and the rest of the new business team is exactly that – new business. And you absolutely need that. But you also need existing business to build on and let you have the means to go after the new. Your customers – and by association, your customer service – are the real profit makers.