Service comes from people. The people come first. When you find (top-notch people), hire them. Figure out what you'll do with them later.

should remind people of the role the fire service plays. They are the first responders when something happens. We lost 343 firefighters that day. Annually, we generally lose over 100 per year in the line of duty.

People should contact us if they have a problem and let us know what their situation is. Our customer service representatives will work with customers.

This is not a get-even book. There may be three or four people I vent a little spleen on, but it takes too much energy to be vengeful or hateful.

If you establish credibility, it goes a long way and then people don't look at your ethnic background. You have to make people believe in you and you have to prove it. It takes awhile, but it will happen.

That's just wrong, ... Some people in marketing have stepped over the line from reasonable to unacceptable.