Giving good service requires thinking. If you have to scare people into something, you're working with the wrong people. If you can't tell people the truth, you're working with the wrong people. We go to theory when we don't know what to do. Handle the exceptions quickly.
Good attitude creates better quality.
Power in an organization is directly related to how well you stay in your game - our game is to make our customers win. It's O.K. to have initial skepticism when someone who is not your customer wants to meet with you. It saves our clients money to get things done right the first time. Writing things down is an important part of thinking. Better methodology, better process, better service, and better thinking are usually more important.