Customers Are Not 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.

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.

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.

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

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.

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.

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.

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

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

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.

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.

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.

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.

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.

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.

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.

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)

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.

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

customer is always right.

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.

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.

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.

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.

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.

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.

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.

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.

brother-in-law. “Oh, God damn it, Angus, if it weren’t for my sister, I’d fire you,” the brother-in-law said once, and my grandfather said, “John, if it weren’t for your sister, I wouldn’t have to work.” On New Year’s Eve—or, rather, in the first hours of the new year—these Scotsmen in Ohio always went around to one another’s houses, following the Highland custom of first-footing. The first foot to cross a threshold in a new year will bring untold beneficence if it is an acceptable foot. It has to be the foot of a dark-haired person. If the first-footing is done by a fair-haired person, that is all right as long as a lump of coal or some other dark object is thrown across the threshold first. My father remembers all this from his youth, but he raised his own family in Princeton, New Jersey, and there were no first-footings there.

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.

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.

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.

Motor-scooter riders with big beards and girl friends who bounce on the back of the scooters and wear their hair long in front of their faces as well as behind, drunks who follow the advice of the Hat Council and are always turned out in hats, but not hats the Council would approve. Mr. Lacey, the locksmith,, shups up his shop for a while and goes to exchange time of day with Mr. Slube at the cigar store. Mr. Koochagian, the tailor, waters luxuriant jungle of plants in his window, gives them a critical look from the outside, accepts compliments on them from two passers-by, fingers the leaves on the plane tree in front of our house with a thoughtful gardener's appraisal, and crosses the street for a bite at the Ideal where he can keep an eye on customers and wigwag across the message that he is coming. The baby carriages come out, and clusters of everyone from toddlers with dolls to teenagers with homework gather at the stoops. When I get home from work, the ballet is reaching its cresendo. This is the time roller skates and stilts and tricycles and games in the lee of the stoop with bottletops and plastic cowboys, this is the time of bundles and packages, zigzagging from the drug store to the fruit stand and back over to the butcher's; this is the time when teenagers, all dressed up, are pausing to ask if their slips shows or their collars look right; this is the time when beautiful girls get out of MG's; this is the time when the fire engines go through; this is the time when anybody you know on Hudson street will go by. As the darkness thickens and Mr. Halpert moors the laundry cart to the cellar door again, the ballet goes under lights, eddying back nad forth but intensifying at the bright spotlight pools of Joe's sidewalk pizza, the bars, the delicatessen, the restaurant and the drug store. The night workers stop now at the delicatessen, to pick up salami and a container of milk. Things have settled down for the evening but the street and its ballet have not come to a stop. I know the deep night ballet and its seasons best from waking long after midnight to tend a baby and, sitting in the dark, seeing the shadows and hearing sounds of the sidewalk. Mostly it is a sound like infinitely patterning snatches of party conversation, and, about three in the morning, singing, very good singing. Sometimes their is a sharpness and anger or sad, sad weeping, or a flurry of search for a string of beads broken. One night a young man came roaring along, bellowing terrible language at two girls whom he had apparently picked up and who were disappointing him. Doors opened, a wary semicircle formed around him, not too close, until police came. Out came the heads, too, along the Hudsons street, offering opinion, "Drunk...Crazy...A wild kid from the suburbs" Deep in the night, I am almost unaware of how many people are on the street unless someone calls the together. Like the bagpipe. Who the piper is and why he favored our street I have no idea.

Then she bent her head over at the waist and tossed her head around to separate the curls. The elevator stopped and she heard the door open. She straightened up to find some big guy in a ball cap and sunglasses right in her face, charging into the elevator before she could even get out of it. He had both hands full of carry-out bags—Mexican food, judging from the smell. She looked at them, her mouth watering. Yep. Enrique’s. The best in town. He whirled around to punch the door-close button. “Hey,” she said. “I’m getting off here.” Some girl outside in the lobby yelled, “We know it’s you, Chase. You shouldn’t lie to us.” Startled, Elle looked at the guy’s face and saw, just before he reached for her, that it really was Chase Lomax in ragged shorts and flip-flops. He grabbed her up off her feet and bent his head. Found her mouth with his. “Wait for us,” another girl yelled. The sound of running feet echoed off the marble floor, slid to a stop. “Oh, no!” Kissing her, without so much as a “Hi, there, Elle.” Burning her up. She tried to struggle but he had both her arms pinned to her sides. And suddenly she wanted to stay right where she was forever because the shock was wearing off and she was starting to feel. A lot more than she ever had before. The door slid closed. The girls began banging on it. “We know your room number, Chase, honey,” they yelled. “See you there.” Loud giggles. “We’ll show you a real good time.” The elevator moved up, the voices faded away. But Chase kept on kissing her. She had to make him stop it. Right now. Who did he think he was, anyway? Somebody who could send lightning right through her whole body, that’s who. Lightning so strong it shook her to her toes. He had to stop this now. But she couldn’t move any part of her body. Except her lips. And her tongue . . . When he finally let her go she pulled back and away, fighting to get a handle on her breathing. “What’s the matter?” he demanded. Her blood rushed through her so fast it made her dizzy. “You’re asking me? It’s more like, what’s the matter with you? How’d you get the idea you could get away with kissing me like that without even bothering to say hello?” She touched her lips. They were still on fire. “You have got a helluva nerve, Chase Lomax.” He grinned at her as he took off his shades. He hung them in the neck of his huge, baggy T-shirt that had a bucking bull and rider with Git’R’Done written above it. He wore ragged denim shorts and flip-flops, for God’s sake. Chase Lomax was known for always being starched and ironed, custom-booted and hatted. “I asked if you’re all right because you were bent over double shaking your head when the doors opened,” he said. “Like you were in pain or something.” “I was drying my hair.” He stared, then burst out laughing. “Oh, well, then.” His laugh was contagious but she wouldn’t let herself join in. He could not get away with this scot-free. He’d shaken her up pretty good. “Oh. I see. You thought I needed help, so you just grabbed me and kissed me senseless. Is that how you treat somebody you think’s in pain?” He grinned that slow, charming grin of his again. “It made you feel better. Didn’t it?” He held her gaze and wouldn’t let it go. She must be a sight. She could feel heat in her cheeks, so her face must be red. Plus she was gasping, trying to slow her breathing. And her heart-beat. “You nearly scared me to death to try to get rid of those girls. And it was all wasted. They’re coming to your room.” Something flashed deep in his brown eyes. “Now you’ve hurt my feelings. I don’t think it was wasted,” he drawled. “I liked that kiss.

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.

To this day, I am still not sure what it was about Chip Gaines that made me give him a second chance--because, basically, our first date was over before it even started. I was working at my father’s Firestone automotive shop the day we first met. I’d worked as my dad’s office manager through my years at Baylor University and was perfectly happy working there afterward while I tried to figure out what I really wanted to do with my life. The smell of tires, metal, and grease--that place was like a second home to me, and the guys in the shop were all like my big brothers. On this particular afternoon, they all started teasing me. “You should go out to the lobby, Jo. There’s a hot guy out there. Go talk to him!” they said. “No,” I said. “Stop it! I’m not doing that.” I was all of twenty-three, and I wasn’t exactly outgoing. She was a bit awkward--no doubt about that. I hadn’t dated all that much, and I’d never had a serious relationship--nothing that lasted longer than a month or two. I’d always been an introvert and still am (believe it or not). I was also very picky, and I just wasn’t the type of girl who struck up conversations with guys I didn’t know. I was honestly comfortable being single; I didn’t think that much of it. “Who is this guy, anyway?” I asked, since they all seemed to know him for some reason. “Oh, they call him Hot John,” someone said, laughing. Hot John? There was no way I was going out in that lobby to strike up a conversation with some guy called Hot John. But the guys wouldn’t let up, so I finally said, “Fine.” I gathered up a few things from my desk (in case I needed a backup plan) and rounded the corner into the lobby. I quickly realized that Hot John was pretty good-looking. He’d obviously just finished a workout--he was dressed head-to-toe in cycling gear and was just standing there, innocently waiting on someone from the back. I tried to think about what I might say to strike up a conversation when I got close enough and quickly settled on the obvious topic: cycling. But just as that thought raced through my head, he looked up from his magazine and smiled right at me. Crap, I thought. I completely lost my nerve. I kept on walking right past him and out the lobby’s front door. When I reached the safety of my dad’s outdoor waiting area, I realized just how bad I’d needed the fresh air. I sat on a chair a few down from another customer and immediately started laughing at myself. Did I really just do that?

cap to scratch his bald head. ‘Well, you won’t miss the veg because I’ll be bringing you some every week now. I’ve always got plenty left over and I’d rather give it to you than see it waste.’ He gave a rumbling laugh. ‘I caught that young Tommy Barton digging potatoes from Percy’s plot this mornin’. Give ’im a cuff round ’is ear but I let him take what he’d dug. Poor little bugger’s only tryin’ to keep his ma from starvin’; ain’t ’is fault ’is old man got banged up for robbin’, is it?’ Tilly Barton, her two sons Tommy and Sam and her husband, lived almost opposite the Pig & Whistle. Mulberry Lane cut across from Bell Lane and ran adjacent to Spitalfields Market, and the folk of the surrounding lanes were like a small community, almost a village in the heart of London’s busy East End. Tilly and her husband had been good customers for Peggy until he lost his job on the Docks. It had come as a shock when he’d been arrested for trying to rob a little corner post office and Peggy hadn’t seen Tilly to talk to since; she’d assumed it was because the woman was feeling ashamed of what her husband had done. ‘No, of course not.’ Peggy smiled at him. A wisp of her honey-blonde hair had fallen across her face, despite all her efforts to sweep it up under a little white cap she wore for cooking. ‘I didn’t realise Tilly Barton was in such trouble. I’ll take her a pie over later – she won’t be offended, will she?’ ‘No one in their right mind would be offended by you, Peggy love.’ ‘Thank you, Jim. Would you like a cup of coffee and a slice of apple pie?’ ‘Don’t mind a slice of that pie, but I’ll take it for my docky down the allotment if that’s all right?’ Peggy assured him it was and wrapped a generous slice of her freshly cooked pie in greaseproof paper. He took it and left with a smile and a promise to see her next week just as her husband entered the kitchen. ‘Who was that?’ Laurence asked as he saw the back of Jim walking away. ‘Jim Stillman, he brought the last of the stuff from Percy’s allotment.’ Peggy’s eyes brimmed and Laurence frowned. ‘I don’t know what you’re upset for, Peggy. Percy was well over eighty. He’d had a good life – and it wasn’t even as if he was your father…’ ‘I know. He was a lot older than Mum but…Percy was a good stepfather to me, and wonderful to Mum when she was so ill after we lost Walter.’ Peggy’s voice faltered, because it still hurt her that her younger brother had died in the Great War at the tender age of seventeen. The news had almost destroyed their mother and Peggy thought of those dark days as the worst of her

Unconditional Love - Love Without Condition I love you as you are, as you seek to find your own special way to relate to the world. I honour your choices to learn in the way you feel is right for you. I know it is important that you are the person you want to be and not someone that I or others think you "should" be. I realise that I cannot know what is best for you, although perhaps sometimes I think I do. I have not been where you have been, viewing life from the angle you have. I do not know what you have chosen to learn, how you have chosen to learn it, with whom or in what time period. I have not walked life looking through your eyes, so how can I know what you need. I allow you to be in the world without a thought or word of judgement from me about the deeds you undertake. I see no error in the things you say and do. In this place where I am, I see that there are many ways to perceive and experience the different facets of our world. I allow without reservation the choices you make in each moment. I make no judgement of this, for if I would deny your right to your evolution, then I would deny that right for myself and all others. To those who would choose a way I cannot walk, whilst I may not choose to add my power and my energy to this way, I will never deny you the gift of love that God has bestowed within me, for all creation. As I love you, so I shall be loved. As I sow, so shall I reap. I allow you the Universal right of Free Will to walk your own path, creating steps or to sit awhile if that is what is right for you. I will make no judgement that these steps are large or small, nor light or heavy or that they lead up or down, for this is just my viewpoint. I may see you do nothing and judge it to be unworthy and yet it may be that you bring great healing as you stand blessed by the Light of God. I cannot always see the higher picture of Divine Order. For it is the inalienable right of all life to choose their own evolution and with great Love I acknowledge your right to determine your future. In humility I bow to the realisation that the way I see as best for me does not have to mean it is also right for you. I know that you are led as I am, following the inner excitement to know your own path. I know that the many races, religions, customs, nationalities and beliefs within our world bring us great richness and allow us the benefit and teachings of such diverseness. I know we each learn in our own unique way in order to bring that Love and Wisdom back to the whole. I know that if there were only one way to do something, there would need only be one person. I will not only love you if you behave in a way I think you should, or believe in those things I believe in. I understand you are truly my brother and my sister, though you may have been born in a different place and believe in another God than I. The love I feel is for all of God's world. I know that every living thing is a part of God and I feel a Love deep within for every person, animal, tree and flower, every bird, river and ocean and for all the creatures in all the world. I live my life in loving service, being the best me I can, becoming wiser in the perfection of Divine Truth, becoming happier in the joy of ... Unconditional Love

Isn’t Gresham on the route to get to Colton and the Association’s farm is just down the road from there?” Lt. Vincent rubbed his hand over his face. “Yes, figured you would think of that. But it’s not enough.” “Not for a warrant, but it’s an indicator.” They stared at each other. “My captain just assigned two three-man detective teams to the murder.” “You must have more. What about descriptions of the men? Didn’t the people in the bank give you anything on them?” “Not much. One army sergeant said that four of them were young, moved quickly. The fifth one seemed older, a little heavier, maybe overweight. Only one man spoke, the old guy. The rest of them just waved guns and pointed to put the tellers and the customers down on the floor. “Oh, the first robbery was just before opening. They grabbed an employee who had just unlocked the front door, pushed her inside, all five rushed in and they locked the door behind them. So no customers to deal with. “The second robbery was just before closing time. Again they locked the front door then put everyone on the floor. Two of the men vaulted over the counter so quickly that the workers didn’t have time to press the alarm buttons. So there was no rush to finish the job.” “With military precision?” Matt asked. “Sounds like it. They left both banks by rear doors that are always locked so nobody saw them make their getaway except one guy in the alley who was painting the rear of his store. He was the one who got the plate on the Lincoln.” “You knew the dead guard?” “Yes. He had retired from the PD before I came, but that was my bank and I always talked to him when I went in there. A nice guy. Good cop. Damned sorry that he’s gone.” “What about this lady cop?” “She’s off at four. I’ll ask her if she can have a cup of coffee with us here about four fifteen. Her name is Tracy Landower. She’s barely big enough to be a cop. She stretches to make five-four, and must weigh about a hundred and ten. She’s strong as an anvil tester. Strong hands and arms, good shoulders and legs like a Marine drill sergeant. She runs marathons for fun.” “I won’t try to out run her.” “Good. She has short dark hair, a cute little pixie face, and eyes that can stare you right into the pavement.” “Sounds like a good cop. I’m anxious to meet her.”   CHAPTER FOUR   Anthony J. Carlton was an only child of parents who were comfortably fixed for money and lived in a modest sized town near Portland called Hillsboro. His father was a lawyer who had several clients on retainer, who took on some of the toughest defense cases in the county, and some in Portland. He was a no nonsense type of dad who had little time for his son who had a good school and a car of his own when he turned sixteen.

Judgment rested with the patron, in the age of the artisan. In the age of the professional, it rested with the critic, a professionalized aesthete or intellectual. In the age of the genius, which was also the age of avant-gardes, of tremendous experimental energy across the arts, it largely rested with artists themselves. “Every great and original writer,” Wordsworth said, “must himself create the taste by which he is to be relished.” But now we have come to the age of the customer, who perforce is always right. Or as a certain legendary entertainer is supposed to have put it, “There’s a sucker born every minute.

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.” “Never being constrained, thinking

Just a simple premise, back in San Diego DUI Lawyer arrested for drunk Style, this time in the direction of DUI and DWI generally unwanted, then little effect of alcohol is considered a leading progressive life. Americans in the second half of the US states, the sin just because the rules and stricter drunk driving laws more quickly hold. In addition, the results of all DUI lawyers in reality very difficult drive under the influence towards an unattainable production, to begin in San Diego that idea. The crime of DUI evaluation Provide always stops short of energy, but in reality because of traffic law enforcement to detect beautiful website, or you attack affects themselves can take to throw noted "checkpoints drinking water.” In some cases, the federal government said, but if you can do it in your own direction. Perhaps many car hit the rear part of the food as a result, the impact is recorded, your visit to show you the direction of your wine. Sometimes, someone reported an unstable support. Testing and observation around the federal government s decision in the same direction, it is not possible because most almost certainly to predict a jump back in their element. One or suspected poisoning at an affordable price set is designed to bring cases, their own rules and objectives, and with violation of traffic rules and the management style of the design more I can do for others the problem of selection that. They probably own the actual direction of their own drug, think about the purpose of the implementation of a user, then the friendly and with respect to speed, self-revealed the reason behind the purple party, appreciate it is also possible to DUI . San Diego right outcome for prison several internal unique opportunity, California expert is passed on to its customers and the code of .08% blood only a small car in California 23 152 (B) to answer good article Content (BAC) Assumption. Some of the inspiration for a special person for a month was necessary direction behind a person s mood, depends on you in the direction 23 § 152, may continue to be withheld because (). But in general, if not more, the sales people and just keep moving to stay DUI by police and they are removed direction or enough I began to feel, "personal involvement" is more than if under strict bail. Own all presentation of their work is to show. It s just maybe you just conditions, it is deposited in jail until eventually show itself may not be able to move allows. Expenses and income are affected by lead you affects costs, which child to leave behind, if not more than 0.08 per cent BAC does. Orientation, under the influence of the value of his research, the car broke into the possibility that some 23 152 have been found still proof (s). This is a normal move, and then the authority to suspend the system 6 is due to the fact that - 10 weeks, including perceived importance. Speaking of the court will have to apply for leave to the invention apparently drunk over in his address. Need him inside, a number of situations, the judge called a good time without alcohol can be. It is a matter, as long as the direction before the costly DUI do not experience a period of several weeks is legal. Worse, if there is only a repeat show that only a lawyer in San Diego drunk orientation. Too many of the legal rights of citizens under such guidelines as privatization and arms, vote. You own run for the benefit of all to make the removal of the time, which likely cost drivers behind the repeat drink. It is strong enough to get to San Diego recommends a good DUI is for that reason that the domestic legal experts. Obviously, the motivation many cases immediately, in simplest terms, is not swallowed. Self re direction is not the same thing, so you really recommended maximum future problem is to apply to yourself. This is a perfect example of the court had been found.

Don’t believe that “customer is always right” stuff,

The customer isn’t always right. Employees have rights, too.

Take the value “We treat customers the way we would want to be treated.” That’s pretty tangible, but Bank One had literally identified the ten or twelve behaviors that made that value come to life. Here are some of them: Never let profit center conflicts get in the way of doing what is right for the customer. Give customers a good, fair deal. Great customer relationships take time. Do not try to maximize short-term profits at the expense of building those enduring relationships. Always look for ways to make it easier to do business with us. Communicate daily with your customers. If they are talking to you, they can’t be talking to a competitor. Don’t forget to say thank you. Another value Bank One had was: “We strive to be the low-cost provider through efficient and great operations.” Some of the prescribed behaviors included: Leaner is better. Eliminate bureaucracy. Cut waste relentlessly. Operations should be fast and simple. Value each other’s time. Invest in infrastructure. We should know our business best. We don’t need consultants to tell us what to do.

I’m asked why today, when Wal-Mart has been so successful, when we’re a $50 billion-plus company, should we stay so cheap? That’s simple: because we believe in the value of the dollar. We exist to provide value to our customers, which means that in addition to quality and service, we have to save them money. 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.

Questions have changed me immensely. I have greater self-confidence and a more relaxed attitude. I don't feel that I always have to have the answers in conversations or in situations where I need to speak at the spur of the moment. I feel this has increased my communication skills, especially listening and persuading. I have more trust in myself and others. Leading with questions has led to more trust, which appears to be a paradox of group life. I have stronger initiative and commitment. I learn more as I have become more directional by more questions. I have more patience and self-control, have greater openness and transparency. I now see myself as more adaptable and flexible. I am optimistic about opportunities [and] more inspirational and have greater vision and cognitive capability. Questions have given me greater understanding of organizational and political realities; I recognize the importance of organizational context and orientation. I am more willing to take risks in creating opportunities. I have a greater empathy with employees, customers, and others and a stronger commitment to develop others. My empowerment orientation is greater.

Some of these tasks are interesting. Tinkering with machines is fun. Marketing decisions, especially how to manage the Web site and AdWords, are an intellectual challenge. Some are unpleasant but lead to a satisfying conclusion, like nagging customers for past-due payments. (They've always paid me, eventually.) Some are frightening, I can change an employee's life with my decisions about pay rates and whether to hire and fire. And many are just aggravating: the taxes, insurance purchases, legal issues, and some of the employee interactions. Each layer of government, each enormous and indifferent private bureaucracy, requires its own special knowledge: the right form filled out the correct way and filed at the right time. Learning how to complete on type of tax filing tells you nothing whatsoever about how to fill out the next form. One health insurer presents a quote one way, another in an entirely different way, and both require extensive study to determine the best choice. It's like stepping back to an old, old world where every tree, every rock, every stream is inhabited by its own resident spirit, and each needs to be mollified in the correct manner. Or very bad things happen. I didn't start my company to do any of this. I had no idea, when I decided that I would make furniture in exchange for money, that this was in my future. And the strange universe of administration expands as the company grows.

She'd discreetly asked a few of her customers today and found out, much to her dismay, that everyone was under the impression Jack was back, and not just for a visit. She let her head fall back and sighed heavily. Damn him. Damn him and my sister both. She knew it wasn't fair to be mad at Jack just for coming home, but she couldn't help it. After everything she'd sacrificed to keep Amanda's secret, it was ready to be blown to bits by his arrival. She was going to drive herself crazy if she didn't stop dwelling on it. Cassie picked up her phone and slid her finger across the screen. With a couple taps on the glass, it was ringing. Time to call in the reinforcements. "Hey girl, what's shaking?" came the sound of Lissa's voice. "Hey." She sat there, unsure what to say to her best friend, just knowing she needed her support. "Uh oh. What's going on?" "Jack came in my shop this morning." "I'll be right there." The line went dead. Cassie smiled. Of course she would. She closed her eyes and rested while she waited. She and Melissa Winters had been through everything side by side, so why should this be any different? Lissa was the only person in the world besides Cassie that knew the secret about Sarah. She had helped her adjust to a new baby, teaching her everything she had learned from growing up the oldest sister of five. It was always in times like those that Cassie wished she had her mother around, but Lissa had stepped up. Caroline Powell would have loved helping with Sarah, but as it was, she often didn't even remember who Sarah was when Cassie would take her for visits to the full-time care facility she lived at in The city. Footsteps on the porch stairs shook her out of her reverie, and she opened her eyes to see Lissa walking up, Chinese takeout bags in hand. "General Tso to the rescue," she proclaimed, dropping into the rocker next to Cassie. "And some sweet and sour chicken for Miss Priss, of course." "Of course," Cassie smiled. "You're the best." They sat in silence for a few moments, Cassie turning her glass round and round in her hands until Lissa couldn't take it any longer. "Okay, spill. You can't drop a bomb on me like that and then just sit there in silence," Lissa chided. "I just don't know what to say. I'm terrified, Liss." "Let's think rationally. There is no reason for him to suspect anything." "He seemed really confused about Sarah. Surprised. He kept asking about her.

In one set of experiments, for example, researchers affiliated with the National Institute on Alcohol Abuse and Alcoholism trained mice to press levers in response to certain cues until the behavior became a habit. The mice were always rewarded with food. Then, the scientists poisoned the food so that it made the animals violently ill, or electrified the floor, so that when the mice walked toward their reward they received a shock. The mice knew the food and cage were dangerous—when they were offered the poisoned pellets in a bowl or saw the electrified floor panels, they stayed away. When they saw their old cues, however, they unthinkingly pressed the lever and ate the food, or they walked across the floor, even as they vomited or jumped from the electricity. The habit was so ingrained the mice couldn’t stop themselves.1.23 It’s not hard to find an analog in the human world. Consider fast food, for instance. It makes sense—when the kids are starving and you’re driving home after a long day—to stop, just this once, at McDonald’s or Burger King. The meals are inexpensive. It tastes so good. After all, one dose of processed meat, salty fries, and sugary soda poses a relatively small health risk, right? It’s not like you do it all the time. But habits emerge without our permission. Studies indicate that families usually don’t intend to eat fast food on a regular basis. What happens is that a once a month pattern slowly becomes once a week, and then twice a week—as the cues and rewards create a habit—until the kids are consuming an unhealthy amount of hamburgers and fries. When researchers at the University of North Texas and Yale tried to understand why families gradually increased their fast food consumption, they found a series of cues and rewards that most customers never knew were influencing their behaviors.1.24 They discovered the habit loop. Every McDonald’s, for instance, looks the same—the company deliberately tries to standardize stores’ architecture and what employees say to customers, so everything is a consistent cue to trigger eating routines. The foods at some chains are specifically engineered to deliver immediate rewards—the fries, for instance, are designed to begin disintegrating the moment they hit your tongue, in order to deliver a hit of salt and grease as fast as possible, causing your pleasure centers to light up and your brain to lock in the pattern. All the better for tightening the habit loop.1.25 However, even these habits are delicate. When a fast food restaurant closes down, the families that previously ate there will often start having dinner at home, rather than seek out an alternative location. Even small shifts can end the pattern. But since we often don’t recognize these habit loops as they grow, we are blind to our ability to control them. By learning to observe the cues and rewards, though, we can change the routines.

The hallmark of originality is rejecting the default and exploring whether a better option exists. I’ve spent more than a decade studying this, and it turns out to be far less difficult than I expected. The starting point is curiosity: pondering why the default exists in the first place. We’re driven to question defaults when we experience vuja de, the opposite of déjà vu. Déjà vu occurs when we encounter something new, but it feels as if we’ve seen it before. Vuja de is the reverse—we face something familiar, but we see it with a fresh perspective that enables us to gain new insights into old problems. Without a vuja de event, Warby Parker wouldn’t have existed. When the founders were sitting in the computer lab on the night they conjured up the company, they had spent a combined sixty years wearing glasses. The product had always been unreasonably expensive. But until that moment, they had taken the status quo for granted, never questioning the default price. “The thought had never crossed my mind,” cofounder Dave Gilboa says. “I had always considered them a medical purchase. I naturally assumed that if a doctor was selling it to me, there was some justification for the price.” Having recently waited in line at the Apple Store to buy an iPhone, he found himself comparing the two products. Glasses had been a staple of human life for nearly a thousand years, and they’d hardly changed since his grandfather wore them. For the first time, Dave wondered why glasses had such a hefty price tag. Why did such a fundamentally simple product cost more than a complex smartphone? Anyone could have asked those questions and arrived at the same answer that the Warby Parker squad did. Once they became curious about why the price was so steep, they began doing some research on the eyewear industry. That’s when they learned that it was dominated by Luxottica, a European company that had raked in over $7 billion the previous year. “Understanding that the same company owned LensCrafters and Pearle Vision, Ray-Ban and Oakley, and the licenses for Chanel and Prada prescription frames and sunglasses—all of a sudden, it made sense to me why glasses were so expensive,” Dave says. “Nothing in the cost of goods justified the price.” Taking advantage of its monopoly status, Luxottica was charging twenty times the cost. The default wasn’t inherently legitimate; it was a choice made by a group of people at a given company. And this meant that another group of people could make an alternative choice. “We could do things differently,” Dave suddenly understood. “It was a realization that we could control our own destiny, that we could control our own prices.” When we become curious about the dissatisfying defaults in our world, we begin to recognize that most of them have social origins: Rules and systems were created by people. And that awareness gives us the courage to contemplate how we can change them. Before women gained the right to vote in America, many “had never before considered their degraded status as anything but natural,” historian Jean Baker observes. As the suffrage movement gained momentum, “a growing number of women were beginning to see that custom, religious precept, and law were in fact man-made and therefore reversible.

Amazon’s Leadership Principles6 Customer Obsession. Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers. Ownership. Leaders are owners. They think long term and don’t sacrifice long-term value for short-term results. They act on behalf of the entire company, beyond just their own team. They never say, “that’s not my job.” Invent and Simplify. Leaders expect and require innovation and invention from their teams and always find ways to simplify. They are externally aware, look for new ideas from everywhere, and are not limited by “not invented here.” As we do new things, we accept that we may be misunderstood for long periods of time. Are Right, A Lot. Leaders are right a lot. They have strong judgment and good instincts. They seek diverse perspectives and work to disconfirm their beliefs. Learn and Be Curious. Leaders are never done learning and always seek to improve themselves. They are curious about new possibilities and act to explore them. Hire and Develop the Best. Leaders raise the performance bar with every hire and promotion. They recognize exceptional talent, and willingly move them throughout the organization. Leaders develop leaders and take seriously their role in coaching others. We work on behalf of our people to invent mechanisms for development like Career Choice. Insist on the Highest Standards. Leaders have relentlessly high standards—many people may think these standards are unreasonably high. Leaders are continually raising the bar and drive their teams to deliver high-quality products, services, and processes. Leaders ensure that defects do not get sent down the line and that problems are fixed so they stay fixed. Think Big. Thinking small is a self-fulfilling prophecy. Leaders create and communicate a bold direction that inspires results. They think differently and look around corners for ways to serve customers. Bias for Action. Speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk-taking. Frugality. Accomplish more with less. Constraints breed resourcefulness, self-sufficiency, and invention. There are no extra points for growing headcount, budget size, or fixed expense. Earn Trust. Leaders listen attentively, speak candidly, and treat others respectfully. They are vocally self-critical, even when doing so is awkward or embarrassing. Leaders do not believe their or their team’s body odor smells of perfume. They benchmark themselves and their teams against the best.

Amazon’s Leadership Principles6 Customer Obsession. Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers. Ownership. Leaders are owners. They think long term and don’t sacrifice long-term value for short-term results. They act on behalf of the entire company, beyond just their own team. They never say, “that’s not my job.” Invent and Simplify. Leaders expect and require innovation and invention from their teams and always find ways to simplify. They are externally aware, look for new ideas from everywhere, and are not limited by “not invented here.” As we do new things, we accept that we may be misunderstood for long periods of time. Are Right, A Lot. Leaders are right a lot. They have strong judgment and good instincts. They seek diverse perspectives and work to disconfirm their beliefs. Learn and Be Curious. Leaders are never done learning and always seek to improve themselves. They are curious about new possibilities and act to explore them. Hire and Develop the Best. Leaders raise the performance bar with every hire and promotion. They recognize exceptional talent, and willingly move them throughout the organization. Leaders develop leaders and take seriously their role in coaching others. We work on behalf of our people to invent mechanisms for development like Career Choice. Insist on the Highest Standards. Leaders have relentlessly high standards—many people may think these standards are unreasonably high. Leaders are continually raising the bar and drive their teams to deliver high-quality products, services, and processes. Leaders ensure that defects do not get sent down the line and that problems are fixed so they stay fixed.

need say was I need some time off. But she couldn’t do it. “The St. James house at half-past seven,” she repeated. “Got it, sir.” He rang off. Barbara hung up. She tried to plumb the depths of her feelings, to put a name to what was slowly washing through her veins. She wanted to call it shame. She knew it was liberation. She went to tell her father that they would need to reschedule his doctor’s appointment for another day. Kevin Whateley had not gone to the Royal Plantagenet, which was the pub next door to his cottage. Rather, he had walked along the embankment, past the triangular green where he and Matthew had once learned to operate their pair of remote-control planes, and had instead entered an older pub that stood on a spit of land reaching like a curled finger into the Thames. He’d chosen the Blue Dove deliberately. In the Royal Plantagenet—despite its proximity to his house—he might have forgotten for five minutes or so. But the Blue Dove would not allow him to do so. He sat at a table that overlooked the water. In spite of the night’s falling temperature, someone was out, night fishing from a boat, and lights bobbed periodically with the river’s movement. Kevin watched this, allowing his memory to fill with the image of Matthew running along that same dock, falling, damaging a knee, righting himself but not crying at all, even when the blood began to seep from the cut, even when the stitches were later put in. He was a brave little bloke, always had been. Kevin forced his eyes from the dock and fastened them on the mahogany table. Beer mats covered it, advertising Watney’s, Guinness, and Smith’s. Carefully, Kevin stacked them, restacked them, spread them out like cards, restacked them again. He felt how shallow his breathing was and knew that he needed to take in more air. But to breathe deeply was to lose his grip for an instant. He wouldn’t do that. For if he lost control, he didn’t know how he would get it back. So he did without air. He waited. He didn’t know if the man he sought would come into the pub this late on a Sunday night, mere minutes before closing. In fact, he didn’t even know if the man came here at all any longer. But years ago he’d been a regular customer, when Patsy worked long hours behind the bar, before she’d got her job in a South Kensington hotel. For Matthew’s sake, she had said when she’d taken on the

Simple Fast Funnels may be the new kid on the block when it comes to a complete bumper to bumper CRM system, but it’s a force to be reckoned with! Business owners are switching over right and left and I’m going to outline 10 of the best features of Simple Fast Funnels so you can see what all the buzz is about! Funnel builder: Simple Fast Funnels has easy intuitive software so you can build your own landing pages, funnels, websites, sales pages etc. No developer needed, everything included and simple to use Email Software: Instead of paying hundreds or thousands per month to send emails, this software does it for you! You can have your entire email list automated or send emails on the fly, whatever fits the bill for you, they’ve got you covered and it’s so easy to track your email results so you can modify and make improvements as you go. Online Membership Area: Now, for no additional fees that lot’s of CRM software likes to charge, you can build glorious membership areas for your clients. You can control timing on video releases, give access for certain time periods upset packages… whatever your business looks like, if you can dream it, you can build it in the membership area. Survey and quiz generator: Ramp up your lead capture game to grow your customer list! One of the best ways to get leads is to get your customers talking about themselves. Not only do people love to take surveys and quizzes, but it can help you gather information about your clients to serve them better and grow your sales! SMS Marketing Software: If you’re not messaging your customers, you’re missing out, and if you are messaging your customers you’re probably over paying. Amazing automated intuitive SMS marketing can make your life much easier and allow you to reach your customers in more ways. Being where your customers are more present is always good for business. Simple Fast Funnels helps you get the cheapest SMS rates around and it automatically integrates into the system for your unified messages. Appointment booking: Another expensive thing you used to have to pay for and try to get to work properly with your website AND look decent is also built right in. Now, without leaving Simple Fast Funnels, you’re able to capture the lead, follow up with the lead all over the place, engage with them, build trust, book appointments, schedule calls and even send them automated text reminders. E com Purchases: Directly on your website, you’ll be able to take payments. No more invoices sent from other platforms, everything buttoned up nice and clean. Unified messaging: From now on, whether a client emails, texts, calls etc, it all shows up in one place at your end. This might not seem like a big deal, but it’s a HUGE pain to have to follow customers about and keep track of conversations. Now you see all your communication with customers in a neat little area. Blogs: Blogs these days can really help your marketing efforts across the board, and of course your blogs will be a perfect fit in your simple fast funnel account. Analytics: Data tracking when you’re dealing with features on various platforms is a nightmare. If you capture a lead on a Word press landing page, send it an email software like Keep, mail chimp or whatever, send them to a new website to schedule calls and another to make purchases… How could you possibly expect to get good customer data? Hosting all of your “business” in one location makes tracking flawless. The more customers you have the more data you need to be efficient. Cheers to making it easy. All that software and that’s just the top 10, guys there’s more. Simplefastfunnels.com also lets you have a 2 week free trial. Don’t take anyone word for anything. Go try it for yourself.

The customer is always right, right? Except customer panels can’t design for shit. People just can’t articulate what they want clearly enough to definitely point in one direction or another, especially if they’re considering something completely new that they’ve never used before. Customers will always be more comfortable with what exists already, even if it’s terrible.

if there was a business in their neighborhood that didn’t make any sense, which had no customers, then it was a front for a drugs business. Always. No real customers needed, no real profit needed, just a way of washing money. Every town had one, tucked away somewhere in a little row of shops or in the railway arches, or sat next to a Carpet Right.

First, Day 1 is representative of all the leadership principles that have helped make Amazon what it is today. It is the anchor for acknowledging and remembering their beginning values and their dogged focus on serving the needs of customers and even “delighting” customers. Second, Day 1 is a mindset, not a list of steps or strategies. It is the mentality through which all decisions are made. It is designed to keep everyone in the company focused on doing what is right in each situation, not just what is possible given Amazon’s size and influence. Because, like a child’s tower of building blocks, if the foundation isn’t stable, the tower will come tumbling down. And then it’s Day 2. It bears repeating: “Day 2 is stasis. Followed by irrelevance. Followed by excruciating, painful decline. Followed by death. And that is why it is always Day 1.” —Bezos (2016 Letter) On Day 1, there are few—if any—things more important than customers.

Human labour has rarely been of a fulfilling kind. For one thing, it has always been coerced in one way or another, even if the coercion in question is simply the need not to starve. For another thing, it has been carried on in class society, and thus not as an end in itself but as a means to the power and profit of others. For Marx, as for his mentor Aristotle, the good life consists of activities engaged in for their own sake. The best things are done just for the hell of it. We do them simply because they belong to our fulfillment as the kind of animals we are, not out of duty, custom, sentiment, authority, material necessity, social utility or fear of the Almighty.

The head of one of the large management consulting firms always starts an assignment with a new client by spending a few days visiting the senior executives of the client organization one by one. After he has chatted with them about the assignment and the client organization, its history and its people, he asks (though rarely, of course, in these words): “And what do you do that justifies your being on the payroll?” The great majority, he reports, answer: “I run the accounting department,” or “I am in charge of the sales force.” Indeed, not uncommonly the answer is, “I have 850 people working under me.” Only a few say, “It’s my job to give our managers the information they need to make the right decisions,” or “I am responsible for finding out what products the customer will want tomorrow,” or “I have to think through and prepare the decisions the president will have to face tomorrow.” The man who focuses on efforts and who stresses his downward authority is a subordinate no matter how exalted his title and rank. But the man who focuses on contribution and who takes responsibility for results, no matter how junior, is in the most literal sense of the phrase, “top management.” He holds himself accountable for the performance of the whole.

The customer isn't always right, but they're always important.