If you can't build a relationship with your customers, you're in big trouble. If you can remember the numbers from the reports and spreadsheets you spent hours poring over in your office, but you can't picture the faces of your customers - you're in big trouble.

People see themselves on camera. They're ashamed of the things that they do, so they have a choice: Either they accept responsibility for it, or they blame the show for it. It's a human reaction.

When I meet with people who are ineffective managers with failing businesses, I can't change what they do - I have to change the way they think.

Jon Taffer Quotes