"But every company of the future is going to be in the business of exquisite care - which means quick turnaround time and convenience. To deliver exquisite care, you need an organization that coordinates well and listens well"
"I never told a victim story about my imprisonment. Instead, I told a transformation story - about how prison changed my outlook, about how I saw that communication, truth, and trust are at the heart of power"
"Many things we need can wait. The child cannot. Now is the time his bones are formed, his mind developed. To him we cannot say tomorrow, his name is today"
"The secret story is the one we'll never know, although we're living it from day to day, thinking we're alive, thinking we've got it all under control and the stuff we overlook doesn't matter"
"But every single damn thing matters! Only we don't realize. We just tell ourselves that art runs on one track and life, our lives, on another, and we don't realize that's a lie"
"At this moment, by an undeserved stroke of fortune, I am the direct voice of the poets of my race and the indirect voice for the noble Spanish and Portuguese tongues"