Here are some of Frank's central themes:

 

		Communicating and building trust has to be practiced 360 degrees.
Treat employees like they're number one, and they will treat customers the same. Treat employee's like "number two..."
			Condescension, patronization and empty words do not erase hostility, or undo harm, they simply reinforce insincerity.
		Cracking the whip breeds resentment.
				Displays of frustration and anger evaporate credibility.
Demanding what isn't modeled, dilutes trust.