Customers Are Always Right Quotes

Rule #1: The customer is always right. Rule #2: If the customer is wrong, please refer to rule #1. -Duncan Howe

CUSTOMER: Which was the first Harry Potter book? BOOKSELLER: The Philosopher’s Stone. CUSTOMER: And the second? BOOKSELLER: The Chamber of Secrets. CUSTOMER: I’l take The Chamber of Secrets. I don’t want The Philosopher’s Stone. BOOKSELLER: Have you already read that one? CUSTOMER: No, but with series of books I always find they take a while to really get going. I don’t want to waste my time with the useless introductory stuff at the beginning. BOOKSELLER: The story in Harry Potter actually starts right away. Personally, I do recommend that you start with the first book – and it’s very good. CUSTOMER: Are you working on commission? BOOKSELLER: No. CUSTOMER: Right. How many books are there in total? BOOKSELLER: Seven. CUSTOMER: Exactly. I’m not going to waste my money on the first book when there are so many others to buy. I’l take the second one. BOOKSELLER: . . . If you’re sure. (One week later, the customer returns) BOOKSELLER: Hi, did you want to buy a copy of The Prisoner of Azkaban? CUSTOMER: What’s that? BOOKSELLER: It’s the book after The Chamber of Secrets. CUSTOMER: Oh, no, definitely not. I found that book far too confusing. I ask you, how on earth are children supposed to understand it if I can’t? I mean, who the heck is that Voldemort guy anyway? No. I’m not going to bother with the rest. BOOKSELLER: . . .

There are only two ways to influence human behavior: you can manipulate it or you can inspire it. Very few people or companies can clearly articulate WHY they do WHAT they do. By WHY I mean your purpose, cause or belief - WHY does your company exist? WHY do you get out of bed every morning? And WHY should anyone care? People don’t buy WHAT you do, they buy WHY you do it. We are drawn to leaders and organizations that are good at communicating what they believe. Their ability to make us feel like we belong, to make us feel special, safe and not alone is part of what gives them the ability to inspire us. For values or guiding principles to be truly effective they have to be verbs. It’s not “integrity,” it’s “always do the right thing.” It’s not “innovation,” it’s “look at the problem from a different angle.” Articulating our values as verbs gives us a clear idea - we have a clear idea of how to act in any situation. Happy employees ensure happy customers. And happy customers ensure happy shareholders—in that order. Leading is not the same as being the leader. Being the leader means you hold the highest rank, either by earning it, good fortune or navigating internal politics. Leading, however, means that others willingly follow you—not because they have to, not because they are paid to, but because they want to. You don’t hire for skills, you hire for attitude. You can always teach skills. Great companies don’t hire skilled people and motivate them, they hire already motivated people and inspire them. People are either motivated or they are not. Unless you give motivated people something to believe in, something bigger than their job to work toward, they will motivate themselves to find a new job and you’ll be stuck with whoever’s left. Trust is maintained when values and beliefs are actively managed. If companies do not actively work to keep clarity, discipline and consistency in balance, then trust starts to break down. All organizations start with WHY, but only the great ones keep their WHY clear year after year.

Though the customer is always right, there are some customers you do not want.

The Customer isn't always right. Sometimes the customer is an asshole. That's the first rule of retail.

An employee is told that the customer is always right and, in fact, the customer is usually a moron and as asshole

Whoever had coined the phrase, ‘the customer is always right,’ had clearly never worked in retail or customer service. And if they had, well, then they’d need to be hauled out into the street and beaten to death with plastic spoons.

Transparency is a good quality to have in business. Honesty, integrity and transparency will gain you the right customers and the right investors. And dishonesty always results in long term losses.

Every time Wal-Mart spends one dollar foolishly, it comes right out of our customers’ pockets. Every time we save them a dollar, that puts us one more step ahead of the competition—which is where we always plan to be.

The customer is always right” and “customers don’t know what they want” are both accepted business wisdom. The line between “inspiringly bold” and “foolishly reckless” can be a millimeter thick and only visible with hindsight.

Paine suffered then, as now he suffers not so much because of what he wrote as from the misinterpretations of others... He disbelieved the ancient myths and miracles taught by established creeds. But the attacks on those creeds - or on persons devoted to them - have served to darken his memory, casting a shadow across the closing years of his life. When Theodore Roosevelt termed Tom Paine a 'dirty little atheist' he surely spoke from lack of understanding. It was a stricture, an inaccurate charge of the sort that has dimmed the greatness of this eminent American. But the true measure of his stature will yet be appreciated. The torch which he handed on will not be extinguished. If Paine had ceased his writings with 'The Rights of Man' he would have been hailed today as one of the two or three outstanding figures of the Revolution. But 'The Age of Reason' cost him glory at the hands of his countrymen - a greater loss to them than to Tom Paine. I was always interested in Paine the inventor. He conceived and designed the iron bridge and the hollow candle; the principle of the modern central draught burner. The man had a sort of universal genius. He was interested in a diversity of things; but his special creed, his first thought, was liberty. Traducers have said that he spent his last days drinking in pothouses. They have pictured him as a wicked old man coming to a sorry end. But I am persuaded that Paine must have looked with magnanimity and sorrow on the attacks of his countrymen. That those attacks have continued down to our day, with scarcely any abatement, is an indication of how strong prejudice, when once aroused, may become. It has been a custom in some quarters to hold up Paine as an example of everything bad. The memory of Tom Paine will outlive all this. No man who helped to lay the foundations of our liberty - who stepped forth as the champion of so difficult a cause - can be permanently obscured by such attacks. Tom Paine should be read by his countrymen. I commend his fame to their hands. {The Philosophy of Paine, June 7, 1925}

It was generally agreed that a coffin-size studio on Avenue D was preferable to living in one of the boroughs. Moving from one Brooklyn or Staten Island neighborhood to another was fine, but unless you had children to think about, even the homeless saw it as a step down to leave Manhattan. Customers quitting the island for Astoria or Cobble Hill would claim to welcome the change of pace, saying it would be nice to finally have a garden or live a little closer to the airport. They’d put a good face one it, but one could always detect an underlying sense of defeat. The apartments might be bigger and cheaper in other places, but one could never count on their old circle of friend making the long trip to attend a birthday party. Even Washington Heights was considered a stretch. People referred to it as Upstate New York, though it was right there in Manhattan.

The cook hates the waiter, and they both hate the customer,” Haida said. “A line from the Arnold Wesker play The Kitchen. People whose freedom is taken away always end up hating somebody. Right? I know I don’t want to live like that.

When my grandmother—may she attain the Kingdom of Heaven—was dying, my mother, as was then the custom, took me to her bedside and, as I kissed her right hand, my dear grandmother placed her dying left hand on my head and said in a whisper, yet very distinctly: “Eldest of my grandsons! Listen and always remember my strict injunction to you: In life never do as others do.” Having said this, she gazed at the bridge of my nose and, evidently noticing my perplexity and my obscure understanding of what she had said, added somewhat angrily and imperiously: “Either do nothing—just go to school—or do something nobody else does Whereupon she immediately, without hesitation and with a perceptible impulse of disdain for all around her, and with commendable self-cognizance, gave up her soul directly into the hands of His Faithfulness, the Archangel Gabriel.

The customer is always right, Brook Lynn often said. And Jessie Kay agreed...unless the customer was a douche bag, and then he was just a douche bag.

Unlike other product developers, Jobs did not believe the customer was always right; if they wanted to resist using a mouse, they were wrong.

It's not that the customer is always right, it's that the customer is paying to be wrong.

The customer isn’t always right, and it’s unhealthy for everyone if you don’t have clear and enforced boundaries for yourself and your staff as to what is unacceptable behavior.

bookseller: Can I help at all? customer: Yes, where’s your fiction section? bookseller: It starts over on the far wall. Are you looking for anything in particular? customer: Yes, any books by Stefan Browning. bookseller: I’m not familiar with him, what kind of books has he written? customer: I don’t know if he’s written any. You see, my name’s Stefan Browning, and I always like to go into bookshops to see if anyone with my name has written a book. bookseller: . . . right. customer: Because then I can buy it, you see, and carry it around with me and tell everyone that I’ve had a novel published.Then everyone will think I’m really cool, don’t you think?

The customer is always right' may have become a standard motto in the world of business, but the idea that 'the audience is always right,' has yet to make much of an impression on the world of presentation, even though for the duration of the presentation at least, the audience is the speaker's only customer.

Jubal shrugged. "Abstract design is all right-for wall paper or linoleum. But art is the process of evoking pity and terror, which is not abstract at all but very human. What the self-styled modern artists are doing is a sort of unemotional pseudo-intellectual masturbation. . . whereas creative art is more like intercourse, in which the artist must seduce- render emotional-his audience, each time. These ladies who won't deign to do that- and perhaps can't- of course lost the public. If they hadn't lobbied for endless subsidies, they would have starved or been forced to go to work long ago. Because the ordinary bloke will not voluntarily pay for 'art' that leaves him unmoved- if he does pay for it, the money has to be conned out of him, by taxes or such." "You know, Jubal, I've always wondered why i didn't give a hoot for paintings or statues- but I thought it was something missing in me, like color blindness." "Mmm, one does have to learn to look at art, just as you must know French to read a story printed in French. But in general terms it's up to the artist to use language that can be understood, not hide it in some private code like Pepys and his diary. Most of these jokers don't even want to use language you and I know or can learn. . . they would rather sneer at us and be smug, because we 'fail' to see what they are driving at. If indeed they are driving at anything- obscurity is usually the refuge of incompetence. Ben, would you call me an artists?” “Huh? Well, I’ve never thought about it. You write a pretty good stick.” “Thank you. ‘Artist’ is a word I avoid for the same reasons I hate to be called ‘Doctor.’ But I am an artist, albeit a minor one. Admittedly most of my stuff is fit to read only once… and not even once for a busy person who already knows the little I have to say. But I am an honest artist, because what I write is consciously intended to reach the customer… reach him and affect him, if possible with pity and terror… or, if not, at least to divert the tedium of his hours with a chuckle or an odd idea. But I am never trying to hide it from him in a private language, nor am I seeking the praise of other writers for ‘technique’ or other balderdash. I want the praise of the cash customer, given in cash because I’ve reached him- or I don’t want anything. Support for the arts- merde! A government-supported artist is an incompetent whore! Damn it, you punched one of my buttons. Let me fill your glass and you tell me what is on your mind.

The way an angry Canadian shopper argues with a retail sales associate who believes the customer is always right is like watching two ducks fight. It’s as harmless as two pillows on a bed, and watching is liable to put you to sleep.

It's a civic virtue to be exposed to things that appear to be outside your interest. In a complex world, almost everything affects you – that closes the loop on pecuniary self-interest. Customers are always right, but people aren't.

As for building something users love, here are some general tips. Start by making something clean and simple that you would want to use yourself. Get a version 1.0 out fast, then continue to improve the software, listening closely to users as you do. The customer is always right, but different customers are right about different things; the least sophisticated users show you what you need to simplify and clarify, and the most sophisticated tell you what features you need to add.

In the market economy the consumers are supreme. Consumers determine, by their buying or abstention from buying, what should be produced, by whom and how, of what quality and in what quantity. The entrepreneurs, capitalists, and landowners who fail to satisfy in the best possible and cheapest way the most urgent of the not yet satisfied wishes of the consumers are forced to go out of business and forfeit their preferred position. In business offices and in laboratories the keenest minds are busy fructifying the most complex achievements of scientific research for the production of ever better implements and gadgets for people who have no inkling of the scientific theories that make the fabrication of such things possible. The bigger an enterprise is, the more it is forced to adjust its production activities to the changing whims and fancies of the masses, its masters. The fundamental principle of capitalism is mass production to supply the masses. It is the patronage of the masses that makes enterprises grow into bigness. The common man is supreme in the market economy. He is the customer “who is always right.

True love is first, love which does not conceal, and it does not conceal in two senses. First, it does not conceal because it has nothing to hide. It has nothing shameful which has to be hidden. It does not shun the light. It is willing, and is such that it is always willing to show itself in front of witnesses. It is also a love which does not conceal its aims. True love does not hide the true objective that it seeks to obtain from the one it loves. it is without subterfuge and does not employ roundabout means with its partner. It does not keep itself out of sight of witnesses, or of its partner. True love is love without disguise. Second, true love is an unalloyed love, that is to say, without mixture of pleasure and displeasure. It is also a love in which sensual pleasure and the friendship of souls do not intermingle. To that extend it is therefore a pure love because unalloyed. Third, true love (alethes eros) is love which is in line with what is right, what is correct. It is a direct (euthus) love. It has nothing contrary to the rule or custom. And finally, true love is love which is never subject to change or becoming. It is an incorruptible love which remains always the same.

If the Pentateuch is not inspired in its astronomy, geology, geography, history or philosophy, if it is not inspired concerning slavery, polygamy, war, law, religious or political liberty, or the rights of men, women and children, what is it inspired in, or about? The unity of God?—that was believed long before Moses was born. Special providence?—that has been the doctrine of ignorance in all ages. The rights of property?—theft was always a crime. The sacrifice of animals?—that was a custom thousands of years before a Jew existed. The sacredness of life?—there have always been laws against murder. The wickedness of perjury?—truthfulness has always been a virtue. The beauty of chastity?—the Pentateuch does not teach it. Thou shalt worship no other God?—that has been the burden of all religions.

The gravel road widened into a large turnaround where three similar looking and designed brothels sat waiting for customers. They were called Sheila's Front Porch, Tawny's High Five Ranch and Miss Delilah's House of Holies. "Nice," Rachel said as we surveyed the scene. "why are these places always named after women -- as if women actually own them?" "You got me. I guess Mister Dave's House of Holies wouldn't go over so well with the guys." Rachel smiled. "You're right. I guess it's a shrewd move. Name a place of female degradation and slavery after a female and it doesn't sound so bad, does it? It's packaging.

Diner Customer 1 (Kyle): …I’ll give you one piece of advice, on account of I like you and I don’t want to see you get hurt. First time I went to Vegas, I thought It was the most beautiful place in the world. All lights and neon. And the women --- well, the WOMEN… Anyway, didn’t take me long to figure out the whole place was on the hustle, that none of it was what it looked like, and if you’re not real careful, a place like that can kill you. Bill: Asgard ain’t Vegas, Kyle. Diner Customer 1 (Kyle): No, sir. You’re absolutely right. It isn’t Vegas. ‘Cause in Vegas, even guys like you and me can win once in a while. (Kyle leaves the diner) Diner Customer 2: Pay no attention to him, Bill. A man loses two hundred-fifty dollars on the slots, and he thinks it gives him wisdom. Biggest mistakes I ever made were in listening to guys like that, instead of listening to my own heart… what my granddad used to call “The Tyranny of Reasonable Voices.” Mistakes you make can always be worked out. The mistakes you don’t make because you do nothing, because you don’t try, you don’t risk, those are the ones that haunt you when you get old. Regret, that’s the real killer. Go where your heart leads you, Bill. Life’ll take care of the rest. It always does. - Thor #10 (2007)

customer is always right.

The customer is always right...even when they're wrong.

It is liberal politics that believes the voter knows best. Liberal art holds that beauty is in the eye of the beholder. Liberal economics maintains that the customer is always right.

What is the use of beauty in woman? Provided a woman is physically well made and capable of bearing children, she will always be good enough in the opinion of economists. What is the use of music? -- of painting? Who would be fool enough nowadays to prefer Mozart to Carrel, Michael Angelo to the inventor of white mustard? There is nothing really beautiful save what is of no possible use. Everything useful is ugly, for it expresses a need, and man's needs are low and disgusting, like his own poor, wretched nature. The most useful place in a house is the water-closet. For my part, saving these gentry's presence, I am of those to whom superfluities are necessaries, and I am fond of things and people in inverse ratio to the service they render me. I prefer a Chinese vase with its mandarins and dragons, which is perfectly useless to me, to a utensil which I do use, and the particular talent of mine which I set most store by is that which enables me not to guess logogriphs and charades. I would very willingly renounce my rights as a Frenchman and a citizen for the sight of an undoubted painting by Raphael, or of a beautiful nude woman, -- Princess Borghese, for instance, when she posed for Canova, or Julia Grisi when she is entering her bath. I would most willingly consent to the return of that cannibal, Charles X., if he brought me, from his residence in Bohemia, a case of Tokai or Johannisberg; and the electoral laws would be quite liberal enough, to my mind, were some of our streets broader and some other things less broad. Though I am not a dilettante, I prefer the sound of a poor fiddle and tambourines to that of the Speaker's bell. I would sell my breeches for a ring, and my bread for jam. The occupation which best befits civilized man seems to me to be idleness or analytically smoking a pipe or cigar. I think highly of those who play skittles, and also of those who write verse. You may perceive that my principles are not utilitarian, and that I shall never be the editor of a virtuous paper, unless I am converted, which would be very comical. Instead of founding a Monthyon prize for the reward of virtue, I would rather bestow -- like Sardanapalus, that great, misunderstood philosopher -- a large reward to him who should invent a new pleasure; for to me enjoyment seems to be the end of life and the only useful thing on this earth. God willed it to be so, for he created women, perfumes, light, lovely flowers, good wine, spirited horses, lapdogs, and Angora cats; for He did not say to his angels, 'Be virtuous,' but, 'Love,' and gave us lips more sensitive than the rest of the skin that we might kiss women, eyes looking upward that we might behold the light, a subtile sense of smell that we might breathe in the soul of the flowers, muscular limbs that we might press the flanks of stallions and fly swift as thought without railway or steam-kettle, delicate hands that we might stroke the long heads of greyhounds, the velvety fur of cats, and the polished shoulder of not very virtuous creatures, and, finally, granted to us alone the triple and glorious privilege of drinking without being thirsty, striking fire, and making love in all seasons, whereby we are very much more distinguished from brutes than by the custom of reading newspapers and framing constitutions.

From what I know of you already, you have quite a reputation for providing customer satisfaction." Julie's cheeks burned. For Kate's benefit she said, "I try." "Oh, I'm certain you do more than try. You go all out." He paused for several beats. Then, "I've driven past the gallery thousands of times and always admired the works displayed in the windows. But I haven't had a reason to stop." "And now you did?" "Now I did." She drew herself up. "Well, I'm sure Katherine will find the perfect piece for you. She's very knowledgeable." "He came to see you." "That's right, Ms. Rutledge. Not that Ms. Fields isn't perfectly charming and, I'm sure, knowledgeable." He shot Kate a smile over his shoulder, which she returned before he came back around to Julie. "But I'm placing myself in your very capable hands.

Whereas in liberal politics the voter knows best, and in liberal economics the customer is always right, in socialist politics the party knows best, and in socialist economics the trade union is always right.

This is what I do.” I had written three books. It was only after I finished Song of Solomon that I thought, “Maybe this is what I do only.” Because before that I always said that I was an editor who also wrote books or a teacher who also wrote. I never said I was a writer. Never. And it’s not only because of all the things you might think. It’s also because most writers really and truly have to give themselves permission to win. That’s very difficult, particularly for women. You have to give yourself permission, even when you’re doing it. Writing every day, sending books off, you still have to give yourself permission. I know writers whose mothers are writers, who still had to go through a long process with somebody else—a man or editor or friend or something—to finally reach a point where they could say, “It’s all right. It’s okay.” The community says it’s okay. Your husband says it’s okay. Your children say it’s okay. Your mother says it’s okay. Eventually everybody says it’s okay, and then you have all the okays. It happened to me: even I found a moment after I’d written the third book when I could actually say it. So you go through passport and customs and somebody asks, “What do you do?” And you print it out: WRITE.

[T]hough in all practical matters it is indispensable, either always or mostly, to follow custom, to do what is generally done, in theoretical matters it is simply untrue. In practical matters there is a right of the first occupant: what is established must be respected. In theoretical matters this cannot be. Differently stated: The rule of practice is 'let sleeping dogs lie,' do not disturb the established. In theoretical matters the rule is 'do not let sleeping dogs lie.' Therefore, we cannot defer to precedent . . . .

The advantages of a hereditary Monarchy are self-evident. Without some such method of prescriptive, immediate and automatic succession, an interregnum intervenes, rival claimants arise, continuity is interrupted and the magic lost. Even when Parliament had secured control of taxation and therefore of government; even when the menace of dynastic conflicts had receded in to the coloured past; even when kingship had ceased to be transcendental and had become one of many alternative institutional forms; the principle of hereditary Monarchy continued to furnish the State with certain specific and inimitable advantages. Apart from the imponderable, but deeply important, sentiments and affections which congregate around an ancient and legitimate Royal Family, a hereditary Monarch acquires sovereignty by processes which are wholly different from those by which a dictator seizes, or a President is granted, the headship of the State. The King personifies both the past history and the present identity of the Nation as a whole. Consecrated as he is to the service of his peoples, he possesses a religious sanction and is regarded as someone set apart from ordinary mortals. In an epoch of change, he remains the symbol of continuity; in a phase of disintegration, the element of cohesion; in times of mutability, the emblem of permanence. Governments come and go, politicians rise and fall: the Crown is always there. A legitimate Monarch moreover has no need to justify his existence, since he is there by natural right. He is not impelled as usurpers and dictators are impelled, either to mesmerise his people by a succession of dramatic triumphs, or to secure their acquiescence by internal terrorism or by the invention of external dangers. The appeal of hereditary Monarchy is to stability rather than to change, to continuity rather than to experiment, to custom rather than to novelty, to safety rather than to adventure. The Monarch, above all, is neutral. Whatever may be his personal prejudices or affections, he is bound to remain detached from all political parties and to preserve in his own person the equilibrium of the realm. An elected President – whether, as under some constitutions, he be no more than a representative functionary, or whether, as under other constitutions, he be the chief executive – can never inspire the same sense of absolute neutrality. However impartial he may strive to become, he must always remain the prisoner of his own partisan past; he is accompanied by friends and supporters whom he may seek to reward, or faced by former antagonists who will regard him with distrust. He cannot, to an equal extent, serve as the fly-wheel of the State.

The liberal story cherishes human liberty as its number one value. It argues that all authority ultimately stems from the free will of individual humans, as it is expressed in their feelings, desires and choices. In politics, liberalism believes that the voter knows best. It therefore upholds democratic elections. In economics, liberalism maintains that the customer is always right. It therefore hails free-market principles. In personal matters, liberalism encourages people to listen to themselves, be true to themselves, and follow their hearts – as long as they do not infringe on the liberties of others. This personal freedom is enshrined in human rights.

If you make it, they will come” doesn’t always work. If the technology isn’t ready, they won’t come for sure. But even if you’ve got the tech, then you still have to time it right. The world has to be ready to want it. Customers need to see that your product solves a real problem they have today—not one that they may have in some distant future

I know you,” he added, helping to arrange the blanket over my shoulders. “You won’t drop the subject until I agree to check on your cousin, so I’ll do it. But only under one condition.” “John,” I said, whirling around to clutch his arm again. “Don’t get too excited,” he warned. “You haven’t heard the condition.” “Oh,” I said, eagerly. “Whatever it is, I’ll do it. Thank you. Alex has never had a very good life-his mother ran away when he was a baby, and his dad spent most of his life in jail…But, John, what is all this?” I swept my free hand out to indicate the people remaining on the dock, waiting for the boat John had said was arriving soon. I’d noticed some of them had blankets like the one he’d wrapped around me. “A new customer service initiative?” John looked surprised at my change of topic…then uncomfortable. He stooped to reach for the driftwood Typhon had dashed up to drop at his feet. “I don’t know what you mean,” he said, stiffly. “You’re giving blankets away to keep them warm while they wait. When did this start happening?” “You mentioned some things when you were here the last time….” He avoided meeting my gaze by tossing the stick for his dog. “They stayed with me.” My eyes widened. “Things I said?” “About how I should treat the people who end up here.” He paused at the approach of a wave-though it was yards off-and made quite a production of moving me, and my delicate slippers, out of its path. “So I decided to make a few changes.” It felt as if one of the kind of flowers I liked-a wild daisy, perhaps-had suddenly blossomed inside my heart. “Oh, John,” I said, and rose onto my toes to kiss his cheek. He looked more than a little surprised by the kiss. I thought I might actually have seen some color come into his cheeks. “What was that for?” he asked. “Henry said nothing was the same after I left. I assumed he meant everything was much worse. I couldn’t imagine it was the opposite, that things were better.” John’s discomfort at having been caught doing something kind-instead of reckless or violet-was sweet. “Henry talks too much,” he muttered. “But I’m glad you like it. Not that it hasn’t been a lot of added work. I’ll admit it’s cut down on the complaints, though, and even the fighting amongst our rowdier passengers. So you were right. Your suggestions helped.” I beamed up at him. Keeper of the dead. That’s how Mr. Smith, the cemetery sexton, had referred to John once, and that’s what he was. Although the title “protector of the dead” seemed more applicable. It was totally silly how much hope I was filled with by the fact that he’d remembered something I’d said so long ago-like maybe this whole consort thing might work out after all. I gasped a moment later when there was a sudden rush of white feathers, and the bird he’d given me emerged from the grizzly gray fog seeming to engulf the whole beach, plopping down onto the sand beside us with a disgruntled little humph. “Oh, Hope,” I said, dashing tears of laughter from my eyes. Apparently I had only to feel the emotion, and she showed up. “I’m sorry. I didn’t mean to leave you behind. It was his fault, you know.” I pointed at John. The bird ignored us both, poking around in the flotsam washed ashore by the waves, looking, as always, for something to eat. “Her name is Hope?” John asked, the corners of his mouth beginning to tug upwards. “No.” I bristled, thinking he was making fun of me. Then I realized I’d been caught. “Well, all right…so what if it is? I’m not going to name her after some depressing aspect of the Underworld like you do all your pets. I looked up the name Alastor. That was the name of one of the death horses that drew Hades’s chariot. And Typhon?” I glanced at the dog, cavorting in and out of the waves, seemingly oblivious of the cold. “I can only imagine, but I’m sure it means something equally unpleasant.

A common example is process as proxy. Good process serves you so you can serve customers. But if you’re not watchful, the process can become the thing. This can happen very easily in large organizations. The process becomes the proxy for the result you want. You stop looking at outcomes and just make sure you’re doing the process right. Gulp. It’s not that rare to hear a junior leader defend a bad outcome with something like, “Well, we followed the process.” A more experienced leader will use it as an opportunity to investigate and improve the process. The process is not the thing. It’s always worth asking, do we own the process or does the process own us? In a Day 2 company, you might find it’s the second.

It is liberal politics that believes the voter knows best. Liberal art holds that beauty is in the eye of the beholder. Liberal economics maintains that the customer is always right. Liberal ethics advises us that if it feels good, we should go ahead and do it. Liberal education teaches us to think for ourselves, because we will find all the answers within.

Jobs also decided to eliminate the cursor arrow keys on the Macintosh keyboard. The only way to move the cursor was to use the mouse. It was a way of forcing old-fashioned users to adapt to point-and-click navigation, even if they didn’t want to. Unlike other product developers, Jobs did not believe the customer was always right; if they wanted to resist using a mouse, they were wrong.

In politics, liberalism believes that the voter knows best. It therefore upholds democratic elections. In economics, liberalism maintains that the customer is always right. It therefore hails free-market principles. In personal matters, liberalism encourages people to listen to themselves, be true to themselves, and follow their hearts—as long as they do not infringe on the liberties of others. This personal freedom is enshrined in human rights.

Saying that “the business is IT’s customer, and the customer is always right” seems like a good idea when there is deep dissatisfaction with IT that stems from a long history of unreliable service. But over the long term, this value trap sets up the IT unit for failure because customers are often wrong (especially about matters in which they are not experts), and calling colleagues “customers” puts a wedge between IT and the rest of the business.9

The third gentleman now stepped forth.  A mighty man at cutting and drying, he was; a government officer; in his way (and in most other people’s too), a professed pugilist; always in training, always with a system to force down the general throat like a bolus, always to be heard of at the bar of his little Public-office, ready to fight all England.  To continue in fistic phraseology, he had a genius for coming up to the scratch, wherever and whatever it was, and proving himself an ugly customer.  He would go in and damage any subject whatever with his right, follow up with his left, stop, exchange, counter, bore his opponent (he always fought All England) to the ropes, and fall upon him neatly.  He was certain to knock the wind out of common sense, and render that unlucky adversary deaf to the call of time.  And he had it in charge from high authority to bring about the great public-office Millennium, when Commissioners should reign upon earth.   ‘Very

Thus engaged, with her right elbow supported by her left hand, Madame Defarge said nothing when her lord came in, but coughed just one grain of cough. This, in combination with the lifting of her darkly defined eyebrows over her toothpick by the breadth of a line, suggested to her husband that he would do well to look round the shop among the customers, for any new customer who had dropped in while he stepped over the way. The wine-shop keeper accordingly rolled his eyes about, until they rested upon an elderly gentleman and a young lady, who were seated in a corner. Other company were there: two playing cards, two playing dominoes, three standing by the counter lengthening out a short supply of wine. As he passed behind the counter, he took notice that the elderly gentleman said in a look to the young lady, "This is our man." "What the devil do you do in that galley there?" said Monsieur Defarge to himself; "I don't know you." But, he feigned not to notice the two strangers, and fell into discourse with the triumvirate of customers who were drinking at the counter. "How goes it, Jacques?" said one of these three to Monsieur Defarge. "Is all the spilt wine swallowed?" "Every drop, Jacques," answered Monsieur Defarge. When this interchange of Christian name was effected, Madame Defarge, picking her teeth with her toothpick, coughed another grain of cough, and raised her eyebrows by the breadth of another line. "It is not often," said the second of the three, addressing Monsieur Defarge, "that many of these miserable beasts know the taste of wine, or of anything but black bread and death. Is it not so, Jacques?" "It is so, Jacques," Monsieur Defarge returned. At this second interchange of the Christian name, Madame Defarge, still using her toothpick with profound composure, coughed another grain of cough, and raised her eyebrows by the breadth of another line. The last of the three now said his say, as he put down his empty drinking vessel and smacked his lips. "Ah! So much the worse! A bitter taste it is that such poor cattle always have in their mouths, and hard lives they live, Jacques. Am I right, Jacques?" "You are right, Jacques," was the response of Monsieur Defarge. This third interchange of the Christian name was completed at the moment when Madame Defarge put her toothpick by, kept her eyebrows up, and slightly rustled in her seat. "Hold then! True!" muttered her husband. "Gentlemen--my wife!" The three customers pulled off their hats to Madame Defarge, with three flourishes. She acknowledged their homage by bending her head, and giving them a quick look. Then she glanced in a casual manner round the wine-shop, took up her knitting with great apparent calmness and repose of spirit, and became absorbed in it. "Gentlemen," said her husband, who had kept his bright eye observantly upon her, "good day. The chamber, furnished bachelor- fashion, that you wished to see, and were inquiring for when I stepped out, is on the fifth floor. The doorway of the staircase gives on the little courtyard close to the left here," pointing with his hand, "near to the window of my establishment. But, now that I remember, one of you has already been there, and can show the way. Gentlemen, adieu!" They paid for their wine, and left the place. The eyes of Monsieur Defarge were studying his wife at her knitting when the elderly gentleman advanced from his corner, and begged the favour of a word. "Willingly, sir," said Monsieur Defarge, and quietly stepped with him to the door. Their conference was very short, but very decided. Almost at the first word, Monsieur Defarge started and became deeply attentive. It had not lasted a minute, when he nodded and went out. The gentleman then beckoned to the young lady, and they, too, went out. Madame Defarge knitted with nimble fingers and steady eyebrows, and saw nothing.

If Max Weber was right and the ethical principle of the producing life was (and always needed to be, if the aim was a producing life) the delay of gratification, then the ethical guideline of the consuming life (if the ethic of such a life can be presented in the form of a code of prescribed behaviour) has to be to avoid staying satisfied. For a kind of society which proclaims customer satisfaction to be its sole motive and paramount purpose, a satisfied consumer is neither motive nor purpose — but the most terrifying menace.

In those days, long before, a view over the rooftops of Paris was an unaffordable luxury. The apartment he had shared with a mousy young writer from Laon had a view of the Jardin de Luxembourg – if he stuck his head out of the window as far as it would go and twisted it to the left, a smudge of green foliage appeared in the corner of one eye. That had been his best apartment to date. They had decorated it in the ‘Bohemian’ style of the 1830s : a few volumes of Shakespeare and Victor Hugo, a Phrygian cap, an Algerian hookah, a skull on a broomstick handle (from the brother of a friend, Charles Toubin, who was an intern at one of the big hospitals) and, of course, a window box of geraniums, which was not only pretty but also illegal. (Death by falling window box was always high up the official list of fatalities.) For a proper view of Paris, they visited Henry’s painter friends who lived in a warren of attic rooms near the Barriere d’Enfer and called themselves the Water-Drinkers. When the weather was fine and the smell of their own squalor became unbearable, they clambered onto the roof and sat on the gutters and ridges, sketching chimneyscapes, and sending up more smoke from their pipes than the fireplaces below. Three of the Water-Drinkers had since died of various illnesses known collectively as ‘lack of money’. When the last of the three was buried, in the spring of 1844, Henry and the others had found themselves at the graveside without a sou to give a gravedigger. ‘Never mind’, said he, “you can pay me the next time, ‘ and then, to his collegue : ‘It’s all right – these gentlemen are a regular customers.

In an enigmatic world of indeterminate purpose and intent, it is not always possible to divide a thing into that which is right and that which is wrong. In such times, when reason flees, when faith lends no comfort, when teaching, custom, and convention all fail, one must turn inside to that indefinable place that best negotiates the world. There one shall find not that which is right and that which is wrong, but rather that which is fitting. For it is upon this foundation, and no other, that the great works of the world are built. —First Coxian Book of Truth, the Apocrypha

Humanism in Five Images 29. Humanist Politics: the voter knows best. 29.​© Sadik Gulec/Shutterstock.com. 30. Humanist Economics: the customer is always right. 30.​© CAMERIQUE/ClassicStock/Corbis. 31. Humanist Aesthetics: Beauty is in the eye of the beholder. (Marcel Duchamp’s Fountain in a special exhibition of modern art at the National Gallery of Scotland.) 31.​© Jeff J Mitchell/Getty Images. 32. Humanist Ethics: if it feels good – do it! 32.​© Molly Landreth/Getty Images. 33. Humanist Education: think for yourself! 33.​The Thinker, 1880–81 (bronze), Rodin, Auguste, Burrell Collection, Glasgow © Culture and Sport Glasgow (Museums)/Bridgeman Images.

Humanism in Five Images 29. Humanist Politics: the voter knows best. 29. © Sadik Gulec/ Shutterstock.com. 30. Humanist Economics: the customer is always right. 30. © CAMERIQUE/ ClassicStock/ Corbis. 31. Humanist Aesthetics: Beauty is in the eye of the beholder. (Marcel Duchamp’s Fountain in a special exhibition of modern art at the National Gallery of Scotland.) 31. © Jeff J Mitchell/ Getty Images. 32. Humanist Ethics: if it feels good–do it! 32. © Molly Landreth/ Getty Images. 33. Humanist Education: think for yourself! 33. The Thinker, 1880–81 (bronze), Rodin, Auguste, Burrell Collection, Glasgow © Culture and Sport Glasgow (Museums)/ Bridgeman Images.

Toyota wasn’t really worried that it would give away its “secret sauce.” Toyota’s competitive advantage rested firmly in its proprietary, complex, and often unspoken processes. In hindsight, Ernie Schaefer, a longtime GM manager who toured the Toyota plant, told NPR’s This American Life that he realized that there were no special secrets to see on the manufacturing floors. “You know, they never prohibited us from walking through the plant, understanding, even asking questions of some of their key people,” Schaefer said. “I’ve often puzzled over that, why they did that. And I think they recognized we were asking the wrong questions. We didn’t understand this bigger picture.” It’s no surprise, really. Processes are often hard to see—they’re a combination of both formal, defined, and documented steps and expectations and informal, habitual routines or ways of working that have evolved over time. But they matter profoundly. As MIT’s Edgar Schein has explored and discussed, processes are a critical part of the unspoken culture of an organization. 1 They enforce “this is what matters most to us.” Processes are intangible; they belong to the company. They emerge from hundreds and hundreds of small decisions about how to solve a problem. They’re critical to strategy, but they also can’t easily be copied. Pixar Animation Studios, too, has openly shared its creative process with the world. Pixar’s longtime president Ed Catmull has literally written the book on how the digital film company fosters collective creativity2—there are fixed processes about how a movie idea is generated, critiqued, improved, and perfected. Yet Pixar’s competitors have yet to equal Pixar’s successes. Like Toyota, Southern New Hampshire University has been open with would-be competitors, regularly offering tours and visits to other educational institutions. As President Paul LeBlanc sees it, competition is always possible from well-financed organizations with more powerful brand recognition. But those assets alone aren’t enough to give them a leg up. SNHU has taken years to craft and integrate the right experiences and processes for its students and they would be exceedingly difficult for a would-be competitor to copy. SNHU did not invent all its tactics for recruiting and serving its online students. It borrowed from some of the best practices of the for-profit educational sector. But what it’s done with laser focus is to ensure that all its processes—hundreds and hundreds of individual “this is how we do it” processes—focus specifically on how to best respond to the job students are hiring it for. “We think we have advantages by ‘owning’ these processes internally,” LeBlanc says, “and some of that is tied to our culture and passion for students.

if consumer demand should increase for the goods or services of any private business, the private firm is delighted; it woos and welcomes the new business and expands its operations eagerly to fill the new orders. Government, in contrast, generally meets this situation by sourly urging or even ordering consumers to “buy” less, and allows shortages to develop, along with deterioration in the quality of its service. Thus, the increased consumer use of government streets in the cities is met by aggravated traffic congestion and by continuing denunciations and threats against people who drive their own cars. The New York City administration, for example, is continually threatening to outlaw the use of private cars in Manhattan, where congestion has been most troublesome. It is only government, of course, that would ever think of bludgeoning consumers in this way; it is only government that has the audacity to “solve” traffic congestion by forcing private cars (or trucks or taxis or whatever) off the road. According to this principle, of course, the “ideal” solution to traffic congestion is simply to outlaw all vehicles! But this sort of attitude toward the consumer is not confined to traffic on the streets. New York City, for example, has suffered periodically from a water “shortage.” Here is a situation where, for many years, the city government has had a compulsory monopoly of the supply of water to its citizens. Failing to supply enough water, and failing to price that water in such a way as to clear the market, to equate supply and demand (which private enterprise does automatically), New York’s response to water shortages has always been to blame not itself, but the consumer, whose sin has been to use “too much” water. The city administration could only react by outlawing the sprinkling of lawns, restricting use of water, and demanding that people drink less water. In this way, government transfers its own failings to the scapegoat user, who is threatened and bludgeoned instead of being served well and efficiently. There has been similar response by government to the ever-accelerating crime problem in New York City. Instead of providing efficient police protection, the city’s reaction has been to force the innocent citizen to stay out of crime-prone areas. Thus, after Central Park in Manhattan became a notorious center for muggings and other crime in the night hours, New York City’s “solution” to the problem was to impose a curfew, banning use of the park in those hours. In short, if an innocent citizen wants to stay in Central Park at night, it is he who is arrested for disobeying the curfew; it is, of course, easier to arrest him than to rid the park of crime. In short, while the long-held motto of private enterprise is that “the customer is always right,” the implicit maxim of government operation is that the customer is always to be blamed.

The representative system diffuses such a body of knowledge throughout a nation, on the subject of government, as to explode ignorance and preclude imposition. The craft of courts cannot be acted on that ground. There is no place for mystery; nowhere for it to begin. Those who are not in the representation, know as much of the nature of business as those who are. An affectation of mysterious importance would there be scouted. nations can have no secrets; and the secrets of courts, like those of individuals, are always their defects. In the representative system, the reason for everything must publicly appear. Every man is a proprietor in government, and considers it a necessary part of his business to understand. It concerns his interest, because it affects his property. He examines the cost, and compares it with the advantages; and above all, he does not adopt the slavish custom of following what in other governments are called Leaders. It can only be by blinding the understanding of man, and making him believe that government is some wonderful mysterious thing, that excessive revenues are obtained. Monarchy is well calculated to ensure this end. It is the popery of government; a thing kept up to amuse the ignorant, and quiet them into taxes. The government of a free country, properly speaking, is not in the persons, but in the laws. The enacting of those requires no great expense; and when they are administered, the whole of civil government is performed - the rest is all court contrivance.

Sociologically speaking, American democracy is the perfect specimen of a dysfunctional democracy. When a supremacist president incites racist hate and terrorist violence, out of bigotry and boneheadedness, his stoneage supporters consider it a matter of pride, but when an egalitarian president so much as mispronounces a few words due to his medical stammer, he is deemed incompetent by those people. Which only goes to show, no matter how much a nation tries to right the wrongs of its inhuman origin, there will always be some people who'd consider those inhumanities as their proud heritage, and would go to any length to maintain those customs and beliefs as such. And this is not an American phenomenon, it's a worldwide phenomenon - and everywhere it manifests under the same banner of tradition, heritage and nationalism. That is why I say to you - until we oust every last trace of nationalism from every corner of this world, we shall never in a million years have a genuinely integrated and upward-moving society. Either nationalism or humanity, you cannot have both - either borders or peace, you cannot have both - either guns or children, you cannot have both - either heritage or history, you cannot have both. If history comes as a blow to your heritage, then by all means, live in your bubble - but do so as a prehistoric ape disconnected from the civilizing world. You cannot call yourself a civilized human and at the same time refuse to acknowledge human suffering. Your uncivilization may be your prerogative, but before you turn that uncivilization into the norm, you shall find a hundred MLKs, Baldwins, Mayas and Naskars standing as obstacle to your insanity.

By treating patients like customers, as nurse Amy Bozeman pointed out in a Scrubs magazine article, hospitals succumb to the ingrained cultural notion that the customer is always right. “Now we are told as nurses that our patients are customers, and that we need to provide excellent service so they will maintain loyalty to our hospitals,” Bozeman wrote. “The patient is NOT always right. They just don’t have the knowledge and training.” Some hospitals have hired “customer service representatives,” but empowering these nonmedical employees to pander to patients’ whims can backfire. Comfort is not always the same thing as healthcare. As Bozeman suggested, when representatives give warm blankets to feverish patients or complimentary milk shakes to patients who are not supposed to eat, and nurses take them away, patients are not going to give high marks to the nurses.

I remember Liz, her face white, delicate as an ash on the wind; her red lips staining the cigarette; her full breasts under the taut black jersey. She said to me, "But think how happy you can make a man someday." Yes, I'm thinking, and so far it's all right. But then I do a flipover and reach out in my mind to E., seeing a baseball game, maybe, perhaps watching television, or roaring with careless laughter at some dirty joke with the boys, beer cans lying about green and shiny gold, and ash trays. I spiral back to me, sitting here, swimming, drowning, sick with longing. I have too much conscience injected in me to break customs without disasterous effects; I can only lean enviously against the boundary and hate, hate, hate the boys who can dispel sexual hunger freely, without misgiving, and be whole, while I drag out from date to date in soggy desire, always unfulfilled. The whole thing sickens me.

There is a light adversarial relationship between publishers and authors that I think probably works effectively. But that’s why I was very quiet about writing. I don’t know what made me write it. I think I just wanted to finish the story so that I could have a good time reading it. But the process was what made me think that I should do it again, and I knew that that was the way I wanted to live. I felt very coherent when I was writing that book. But I still didn’t call myself a writer. And it was only with my third book, Song of Solomon, that I finally said—not at my own initiative I’m embarrassed to tell you but at somebody else’s initiative—“This is what I do.” I had written three books. It was only after I finished Song of Solomon that I thought, “Maybe this is what I do only.” Because before that I always said that I was an editor who also wrote books or a teacher who also wrote. I never said I was a writer. Never. And it’s not only because of all the things you might think. It’s also because most writers really and truly have to give themselves permission to win. That’s very difficult, particularly for women. You have to give yourself permission, even when you’re doing it. Writing every day, sending books off, you still have to give yourself permission. I know writers whose mothers are writers, who still had to go through a long process with somebody else—a man or editor or friend or something—to finally reach a point where they could say, “It’s all right. It’s okay.” The community says it’s okay. Your husband says it’s okay. Your children say it’s okay. Your mother says it’s okay. Eventually everybody says it’s okay, and then you have all the okays. It happened to me: even I found a moment after I’d written the third book when I could actually say it. So you go through passport and customs and somebody asks, “What do you do?” And you print it out: WRITE.

Political parties and tendencies always have differed, and always will differ, chiefly in the relative importance they give to economic and social phenomena, in how they approach them and how to explain them, and in their opinions on the best way to organize economic life. There is absolutely nothing wrong with that. But that is as far as it goes. Right-wing dogmatism, with its sour-faced intolerance and fanatical faith in general precepts, bothers me as much as left-wing prejudices, illusions, and utopias….By the way, it is a great mistake to think that the marketplace and morality are mutually exclusive. Precisely the opposite is true; the marketplace can work only if it has its own morality-a morality generally enshrined in laws, regulations, traditions, experiences, customs-in the rules of the game, to put it simply. No game can be played without rules. (It is no coincidence that many ancient religious books come with a moral codex and something like a set of regulations for commerce.)

Get it out of your head and onto paper. When I had to explain to my board that, since we were a public company, I thought that it would be best if we sold all of our customers and all of our revenue and changed business, it was messing with my mind. In order to finalize that decision, I wrote down a detailed explanation of my logic. The process of writing that document separated me from my own psychology and enabled me to make the decision swiftly. Focus on the road, not the wall. When someone learns to drive a race car, one of the first lessons taught is that when you are going around a curve at 200 mph, do not focus on the wall; focus on the road. If you focus on the wall, you will drive right into it. If you focus on the road, you will follow the road. Running a company is like that. There are always a thousand things that can go wrong and sink the ship. If you focus too much on them, you will drive yourself nuts and likely crash your company. Focus on where you are going rather than on what you hope to avoid.

I had an auto-repair man once, who, on these intelligence tests, could not possibly have scored more than 80, by my estimate. I always took it for granted that I was far more intelligent than he was. Yet, when anything went wrong with my car I hastened to him with it, watched him anxiously as he explored its vitals, and listened to his pronouncements as though they were divine oracles - and he always fixed my car.Well, then, suppose my auto-repair man devised questions for an intelligence test. Or suppose a carpenter did, or a farmer, or, indeed, almost anyone but an academician. By every one of those tests, I’d prove myself a moron, and I’d be a moron, too. In a world where I could not use my academic training and my verbal talents but had to do something intricate or hard, working with my hands, I would do poorly. My intelligence, then, is not absolute but is a function of the society I live in and of the fact that a small subsection of that society has managed to foist itself on the rest as an arbiter of such matters.Consider my auto-repair man, again. He had a habit of telling me jokes whenever he saw me. One time he raised his head from under the automobile hood to say: “Doc, a deaf-and-mute guy went into a hardware store to ask for some nails. He put two fingers together on the counter and made hammering motions with the other hand. The clerk brought him a hammer. He shook his head and pointed to the two fingers he was hammering. The clerk brought him nails. He picked out the sizes he wanted, and left. Well, doc, the next guy who came in was a blind man. He wanted scissors. How do you suppose he asked for them?”Indulgently, I lifted my right hand and made scissoring motions with my first two fingers. Whereupon my auto-repair man laughed raucously and said, “Why, you dumb jerk, He used his voice and asked for them.” Then he said smugly, “I’ve been trying that on all my customers today.”“Did you catch many?” I asked.“Quite a few,” he said, “but I knew for sure I’d catch you.”“Why is that?” I asked.“Because you’re so goddamned educated, doc, I knew you couldn’t be very smart.

Who cares? If you people want to call me Zainichi, go ahead! You Japanese are scared of me. Can't feel safe unless you categorize and label it, right? But you're wrong. You know what-- I'm a lion. A lion has no idea he's a lion. It's just a random name that you people gave him so you can feel like you know all about him. See what happens when you try to get closer, calling my name. I'll pounce on your carotid artery and tear you to shreds. You understand? As long as you call me Zainichi, you're always going to be my victim. I'm not Zainichi or South Korean or North Korean or Mongoloid. Quit forcing me into those narrow categories. I'm me! Wait, I don't even want to be me anymore. I want to be free from having to be me. I'll go anywhere to find whatever thing will let me forget who I am. And if that thing isn't here. I'll get out of this country, which is what you wanted anyway. You can't do that, can you? No, you'll all die, tied down by your ideas about country, land, titles, customs, traditions, and culture. Well, that's too bad. I never had any of that stuff, so I'm free to go anywhere! Jealous? Say you're jealous! Damn it, what am I saying? Damn it, damn it....

The greatest advantage of polytheism. — For an individual to posit his own ideal and to derive from it his own law, joys, and rights — that may well have been considered hitherto as the most outrageous human aberration and as idolatry itself; indeed, the few who dared as much always felt the need to apologize to themselves, usually by saying: 'Not I! Not I! But a god through me.' The wonderful art and power of creating gods — polytheism — was that through which this drive could discharge itself, purify, perfect, and ennoble itself; for originally it was a base and undistinguished drive, related to stubbornness, disobedience, and envy. To be hostile to this drive to have one’s own ideal: that was formerly the law of every morality. There was only one norm: ‘the human being’— and every people believed itself to have this one and ultimate norm. But above and outside oneself, in some distant overworld, one was permitted to behold a plurality of norms; one god was not considered the denial or anathema to another god! Here for the first time one allowed oneself individuals; here one first honored the rights of individuals. The invention of gods, heroes, and overmen (Übermenschen) of all kinds, as well as deviant or inferior forms of humanoid life, undermen, dwarfs, fairies, centaurs, satyrs, demons, and devils, was the invaluable preliminary exercise for the justification of the egoism and sovereignty of the individual: the freedom that one conceded to a god in his relation to other gods one finally gave to oneself in relation to laws, customs, and neighbors. Monotheism, in contrast, this rigid consequence of the doctrine of one normal human type — that is, the belief in one normal god beside whom there are only pseudo-gods — was perhaps the greatest danger that has yet confronted humanity. It threatened us with the premature stagnation that, as far as we can see, most other species have long reached; for all of them believe in one normal type and ideal for their species, and they have translated the morality of custom definitively into their own flesh and blood. In polytheism the free-spiritedness and many-spiritedness of humanity received preliminary form — the power to create for ourselves our own new eyes and ever again new eyes that are ever more our own — so that for humans alone among the animals there are no eternal horizons and perspectives.

The thing about Web companies is there's always something severely fucked-up. There is always an outage, always lost data, always compromised customer information, always a server going offline. You work with these clugey internal tools and patch together work-arounds to compensate for the half-assed, rushed development, and after a while the fucked-upness of the whole enterprise becomes the status quo. VPs insecure that they're not as in touch as they need to be with conditions on the ground insert themselves into projects midstream and you get serious scope creep. You present to the world this image that you're a buttoned-down tech company with everything in its right place but once you're on the other side of the firewall it looks like triage time in an emergency room, 24/7. Systems break down, laptops go into the blue screen of death, developers miskey a line of code, error messages appear that mean absolutely nothing. The instantaneousness with which you can fix stuff creates a culture that works by the seat of its pants. I swear the whole Web was built by virtue of developers fixing one mistake after another, constantly forced to compensate for the bugginess of their code.

The right Brand Promise isn’t always obvious. Naomi Simson — founder of one of the fastest-growing companies in Australia, RedBalloon — was sure she knew what to promise customers who want to give experiences such as hot air balloon rides as gifts, rather than flowers and chocolates. Her promises included an easy-to-use website for choosing one of over 2,000 experiences; recognizable packaging and branding (think Tiffany blue, only in red); and onsite support. It wasn’t until a friend and client mentioned that she was using the website as a source of ideas — but buying the experiences directly from the vendors — that Simson had an “Aha!” moment. She realized that other customers might be doing the same thing, assuming that RedBalloon must be marking up the price of the experiences to cover the costs of the website, packaging, and onsite support. To grow the business, she promised customers they would pay no more for the experiences they bought through RedBalloon than for those purchased directly from the suppliers; otherwise, customers would get 100% of their fee refunded. The company calls this promise, which is technically a pricing guarantee, a “100% Pleasure Guarantee,” to fit its brand.

I pleaded with Norman to use my first name, and he always agreed to do so: “Okay, Mister Regan, I’ll remember in the future,” he’d say with a wicked grin on his face. Eventually Norman explained that he had a reputation for remembering all his customers’ names, and that if he had to learn first names as well as surnames, his workload would be doubled, so I backed down. All would have been well with this had I not introduced Norman to Roy Finamore, who was the editor of the first edition of this book, some six months later; Mister Finamore joined the ranks of thousands addicted to Norman’s wit and his cocktailian skills. A few months thereafter I was informed that Norman had taken to using Roy’s first name at the bar, and I was livid. This called for action. I made the pilgrimage to Norman’s bar. “I hear that Roy Finamore is a regular here now.” “That’s right, Mister Regan, he’s here three or four times a week.” “And what do you call him, Norman?” “I call him Roy.” “And why is that, Norman?” He leaned over the bar until our noses almost met. “Just to piss you off.” It had taken Norman months to set up this one glorious moment. In my opinion, I was looking into the eyes of Manhattan’s best bartender.

Humanism split into three main branches. The orthodox branch holds that each human being is a unique individual possessing a distinctive inner voice and a never-to-be-repeated string of experiences. Every human being is a singular ray of light, which illuminates the world from a different perspective, and which adds colour, depth and meaning to the universe. Hence we ought to give as much freedom as possible to every individual to experience the world, follow his or her inner voice and express his or her inner truth. Whether in politics, economics or art, individual free will should have far more weight than state interests or religious doctrines. The more liberty individuals enjoy, the more beautiful, rich and meaningful is the world. Due to this emphasis on liberty, the orthodox branch of humanism is known as ‘liberal humanism’ or simply as ‘liberalism’. It is liberal politics that believes the voter knows best. Liberal art holds that beauty is in the eye of the beholder. Liberal economics maintains that the customer is always right. Liberal ethics advises us that if it feels good, we should go ahead and do it. Liberal education teaches us to think for ourselves, because we will find all the answers within us.

According to socialism, instead of spending years talking about my mother, my emotions and my complexes, I should ask myself: who owns the means of production in my country? What are its main exports and imports? What’s the connection between the ruling politicians and international banking? Only by understanding the surrounding socio-economic system and taking into account the experiences of all other people could I truly understand what I feel, and only by common action can we change the system. Yet what person can take into account the experiences of all human beings, and weigh them one against the other in a fair way? That’s why socialists discourage self-exploration, and advocate the establishment of strong collective institutions – such as socialist parties and trade unions – that aim to decipher the world for us. Whereas in liberal politics the voter knows best, and in liberal economics the customer is always right, in socialist politics the party knows best, and in socialist economics the trade union is always right. Authority and meaning still come from human experience – both the party and the trade union are composed of people and work to alleviate human misery – yet individuals must listen to the party and the trade union rather than to their personal feelings.

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In my thirty years as a judge I have only ever pronounced in favour of the death penalty." "And don't you think," I asked him, "that you might have some reason to reproach yourself for the deaths of these people – as you would with a murder?" "Goodness!" he said. "Must we dwell on this?" "But," I told him, "this is nonetheless what polite society would call an absolute horror." "Oh," he replied, "one must learn to accept the horror of anything that makes one hard, and for one very simple reason – which is that this thing, however appalling you would like to think it might be, is no longer horrifying for you the moment it makes you come; it only remains so therefore in other people's eyes, but who can tell me that the opinions of others – which are almost always wrong on every score – are not equally so on this one? Nothing," he continued, "is fundamentally good or fundamentally bad – everything is simply relative to our customs, opinions and prejudices. Once this point is established, it is entirely possible that something perfectly indifferent in its own right might nevertheless seem contemptible in your eyes and yet most delightful in mine; and the moment I develop a liking for it – as difficult as it may be to determine its true worth – the moment it amuses me, would I not be mad to deprive myself of it just because you disapprove?

If our young men miscarry in their first enterprises, they lose all heart. If the young merchant fails, men say he is ruined. If the finest genius studies at one of our colleges, and is not installed in an office within one year afterwards in the cities or suburbs of Boston or New York, it seems to his friends and to himself that he is right in being disheartened, and in complaining the rest of his life. A sturdy lad from New Hampshire or Vermont, who in turn tries all the professions, who  teams it, farms it, peddles, keeps a school, preaches, edits  a newspaper, goes to Congress, buys a township, and so forth, in successive years, and always, like a cat, falls on his feet, is worth a hundred of these city dolls. He walks abreast with his days, and feels no shame in not ‘studying a profession,’ for he does not postpone his life, but lives already. He has not one chance, but a hundred chances. Let a Stoic open the resources of man, and tell men they are not leaning willows, but can and must detach themselves; that with the exercise of self-trust, new powers shall appear; that a man is the word made flesh, born to shed healing to the nations, that he should  be ashamed of our compassion, and that the moment he acts from himself, tossing the laws, the books, idolatries, and customs out of the window, we pity him no more, but thank and revere him, — and that teacher shall restore the life of man to splendor, and make his name dear to all history.

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