Customers First Quotes

Once, in my father's bookshop, I heard a regular customer say that few things leave a deeper mark on a reader than the first book that finds its way into his heart. Those first images, the echo of words we think we have left behind, accompany us throughout our lives and sculpt a palace in our memory to which, sooner or later—no matter how many books we read, how many worlds we discover, or how much we learn or forget—we will return.

A long habit of not thinking a thing wrong, gives it a superficial appearance of being right, and raises at first a formidable outcry in defense of custom. But the tumult soon subsides. Time makes more converts than reason.

The idea that Bill Gates has appeared like a knight in shining armor to lead all customers out of a mire of technological chaos neatly ignores the fact that it was he who, by peddling second-rate technology, led them into it in the first place.

CUSTOMER: Hi, I just wanted to ask: did Anne Frank ever write a sequel? BOOKSELLER: ........ CUSTOMER: I really enjoyed her first book. BOOKSELLER: Her diary? CUSTOMER: Yes, the diary. BOOKSELLER: Her diary wasn’t fictional. CUSTOMER: Really? BOOKSELLER: Yes... She really dies at the end – that’s why the diary finishes. She was taken to a concentration camp. CUSTOMER: Oh... that’s terrible. BOOKSELLER: Yes, it was awful - CUSTOMER: I mean, it’s such a shame, you know? She was such a good writer.

Society everywhere is in conspiracy against the manhood of everyone of its members. Society is a joint-stock company, in which the members agree, for the better securing of his bread to each shareholder, to surrender the liberty and culture of the eater. The virtue in most request is conformity. Self-reliance is its aversion. It loves not realities and creators, but names and customs.

What if custom is wrong? demanded the part of her that believed in the code of chivalry. A knight must set things right.

People who have recently lost someone have a certain look, recognizable maybe only to those who have seen that look on their own faces. I have noticed it on my face and I notice it now on others. The look is one of extreme vulnerability, nakedness, openness. It is the look of someone who walks from the ophthalmologist's office into the bright daylight with dilated eyes, or of someone who wears glasses and is suddenly made to take them off. These people who have lost someone look naked because they think themselves invisible. I myself felt invisible for a period of time, incorporeal. I seemed to have crossed one of those legendary rivers that divide the living from the dead, entered a place in which I could be seen only by those who were themselves recently bereaved. I understood for the first time the power in the image of the rivers, the Styx, the Lethe, the cloaked ferryman with his pole. I understood for the first time the meaning in the practice of suttee. Widows did not throw themselves on the burning raft out of grief. The burning raft was instead an accurate representation of the place to which their grief (not their families, not the community, not custom, their grief) had taken them.

To understand who will be fit for your product, you have to first understand your ideal customers’ needs, wants and preferences.

A business is a value creation and distribution process. Before you can sell value to your customers, you have to first create it.

Getting leads is the first step but converting those leads into satisfied customers is one of the most important and most challenging tasks of a business.

A long flight. Jetlag. Immigration. Customs. And then finally, that first step into a new place, that moment of exhilaration and disorientation, each feeding the other. That moment when anything can happen

For getting those customers, you need to first let them know about your business, your product and how your product is exactly what they are looking for. And for that very purpose, you have to advertise your product.

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: . . .

I appeal from your customs. I must be myself. I cannot break myself any longer for you, or you. If you can love me for what I am, we shall be happier. If you cannot, I will still seek to deserve that you should. I must be myself. I will not hide my tastes or aversions. I will so trust that what is deep is holy, that I will do strongly before the sun and moon whatever inly rejoices me and the heart appoints. If you are noble, I will love you; if you are not, I will not hurt you and myself by hypocritical attentions

Mrs. Darling first heard of Peter when she was tidying up her children's minds. It is the nightly custom of every good mother after her children are asleep to rummage in their minds and put things straight for next morning, repacking into their proper places the many articles that have wandered during the day. If you could keep awake (but of course you can't) you would see your own mother doing this and you would find it very interesting to watch. It's quite like tidying up drawers. You would see her on her knees, I expect, lingering humorously over some of your contents, wondering where on Earth you picked this thing up, making discoveries sweet and not so sweet, pressing this to her cheek, as if it were a nice kitten, and hurriedly stowing that out of sight. When you wake in the morning, the naughtiness and evil passions with which you went to bed have been folded up small and placed at the bottom of your mind and on the top, beautifully aired, are spread out the prettier thoughts, ready for you to put on.

The first priority of the business is to add value to the customers lives, in exchange for payment. At Mayflower-Plymouth, we're here to help your business figure this out, and to provide holistic solutions.

Art, literature, and philosophy are attempts to found the world anew on a human freedom: that of the creator; to foster such an aim, one must first unequivocally posit oneself as a freedom. The restrictions that education and custom impose on a woman limit her grasp of the universe...Indeed, for one to become a creator, it is not enough to be cultivated, that is, to make going to shows and meeting people part of one's life; culture must be apprehended through the free movement of a transcendence; the spirit with all its riches must project itself in an empty sky that is its to fill; but if a thousand fine bonds tie it to the earth, its surge is broken. The girl today can certainly go out alone, stroll in the Tuileries; but I have already said how hostile the street is: eyes everywhere, hands waiting: if she wanders absentmindedly, her thoughts elsewhere, if she lights a cigarette in a cafe, if she goes to the cinema alone, an unpleasant incident can quickly occur; she must inspire respect by the way she dresses and behaves: this concern rivets her to the ground and self. "Her wings are clipped." At eighteen, T.E. Lawrence went on a grand tour through France by bicycle; a young girl would never be permitted to take on such an adventure...Yet such experiences have an inestimable impact: this is how an individual in the headiness of freedom and discovery learns to look at the entire world as his fief...[The girl] may feel alone within the world: she never stands up in front of it, unique and sovereign.

Beside her, Oliver is craning his neck to read the signs for customs, already thinking about the next thing, already moving on. Because that's what you do in planes. You share an armrest with someone for a few hours. You exchange stories about your life, an amusing anecdote or two, maybe even a joke. You comment on the weather and remark about the terrible food. And then you say goodbye.

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

...But the heart is not a computer that can be upgraded so quickly and easily with the latest version of love. Love cannot be sealed hermetically inside a tight box like any other on the store shelf; even though the word itself is in public domain, its quality is not. Love cannot promise a full customer satisfaction garanteed or a whole lifetime of dreams shared refunded, with no questions asked. Love cannot be agreed to in terms and conditions as quickly as the "Next" button being clicked. These unspoken terms and conditions grow and develop over time until it gets very messy, and no one remembers how such a mess of accusation and anger was able to overshadow their pure ecstasy of love, the spark between two people turning on a new operation system of togetherness for the first time. Love is always beta; never a golden master. If love were a computer, constant bug reports and subsequent fixes are the name of the game, and there are many unexplained breakdowns. The heart is too stubborn for explanations and too impatient for forgiveness, and there is usually no one at the tech support line. Forgive me stan, if I've crashed so often. It's just to hard to boot up to a whole new future without you. I am an empty monitor in search of a "hello.

Audience can live without a movie but a movie cannot live without an audience.

Lowering his voice, he said, "In America we have a custom. When you're given presents for your birthday, you're supposed to open them and say thank you." Tatiana nervously looked down at the present. "Thank you." Gifts were not something she was used to. Wrapped gifts? Unheard of, even when they came wrapped only in plain brown paper. "No. Open first. Then say thank you." She smiled. "What do I do? Do I take the paper off?" "Yes. You tear it off." "And then what?" "And then you throw it away." "The whole present or just the paper?" Slowly he said, "Just the paper." "But you wrapped it so nicely. Why would I throw it away?" "It's just paper." "If it's just paper, why did you wrap it?" "Will you please just open my present?" said Alexander

The more we claim to discriminate between cultures and customs as good and bad, the more completely do we identify ourselves with those we would condemn. By refusing to consider as human those who seem to us to be the most “savage” or “barbarous” of their representatives, we merely adopt one of their own characteristic attitudes. The barbarian is, first and foremost, the man who believes in barbarism.

I was in a fast-food restaurant for the first time in my adult life, an enormous and garish place just around the corner from the music venue. It was mystifyingly, inexplicably busy. I wondered why humans would willingly queue at a counter to request processed food, then carry it to a table which was not even set, and then eat it from the paper? Afterward, despite having paid for it, the customer themselves are responsible for clearing away the detritus. Very strange.

We named the bar The Bar. "People will think we're ironic instead of creatively bankrupt," my sister reasoned. Yes, we thought we were being clever New Yorkers - that the name was a joke no one else would really get, like we did. Not meta-get ... But our first customer, a gray-haired woman in bifocals and a pink jogging suit, said, "I like the name. Like in Breakfast at Tiffany's and Audrey Hepburn's cat was named Cat.

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}

The role of the CEO is to enable people to excel, help them discover their own wisdom, engage themselves entirely in their work, and accept responsibility for making change. (164)

No business plan survives first contact with customers.

On winter mornings when it's dark and the air is crisp, the lights are still shining and the first customers are gathered at the counter like conspirators. They give you the illusion that the day will be a new adventure. And that illusion stats with you for at least some of the morning.

In every company which I have done strategic planning, the number-one value people choose is always integrity. The second values may be quality of products and services, caring about people, excellent customer service, profitability , innovation, entrepreneurship, and others. But integrity always comes first.

A long habit of not thinking a thing wrong, gives it a superficial appearance of being right, and raises at first a formidable outcry in defense of custom. But the tumult soon subsides. Time makes more converts than reason. —THOMAS PAINE

Rule No. 5: No Business Plan Survives First Contact with Customers So Use a Business Model Canvas

In Japan, first names are only for who you're married to, or if you're being rude,' the watchmaker explained.

Lure him out. Send in a 'customer' with a message from me needing to meet him. I'm not the kind of person he can ignore-well, that he used to not-never mind. Once he's out, we can get him to a place we choose." I nodded. "I can do that." "No," said Dimitri. "You can't." "Why not?" I asked, wondering if he thought it was too dangerous for me. "Because they'll know you're a dhampir the instant they see you. They'll probably smell it first. No Strigoi would have a dhampir working for him-only humans." There was an uncomfortable silence in the car. "No!" said Sydney. "I am not doing that!

First, disruptive products are simpler and cheaper; they generally promise lower margins, not greater profits. Second, disruptive technologies typically are first commercialized in emerging or insignificant markets. And third, leading firms’ most profitable customers generally don’t want, and indeed initially can’t use, products based on disruptive technologies.

Katie had soft features and a wide, honest smile that gave her a certain kind of understated grace. She’d worn her dark chocolate hair in a cute pixie cut when I’d met her, but she’d recently started to grow it out, and now fought endlessly with several unruly strands of hair that fell down over her eyes whenever she made the slightest move. She was charming and teasing and sweet and funny, and in the three months since her first visit even the most cynical of the hotel’s regular customers had fallen a little bit in love with her.

Software projects can be thought of as having two distinct stages: figuring out what to build (build the right product), and building it (building the product right). The first stage is dominated by product discovery, and the second stage is all about execution.

Moderates in every faith are obliged to loosely interpret (or simply ignore) much of their canons in the interests of living in the modern world. No doubt an obscure truth of economics is at work here: societies appear to become considerably less productive whenever large numbers of people stop making widgets and begin killing their customers and creditors for heresy. The first thing to observe about the moderate's retreat from scriptural literalism is that it draws its inspiration not from scripture but from cultural developments that have rendered many of God's utterances difficult to accept as written.

Joseph Pine wrote that today's economy is an "experience economy", meaning that customers want more than a good product or service; they want to enjoy the experience of using a product or service, which begins with their first interaction with a company. So if, in spite of all your customer-service training and "customer-facing" procedures, policies, and scripts, customers aren't feeling the love, you're in trouble. Love? Yes.

It was the custom in those days for passengers leaving for America to bring balls of yarn on deck. Relatives on the pier held the loose ends. As the "Giulia" blew its horn and moved away from the dock, a few hundred strings of yarn stretched across the water. People shouted farewells, waved furiously, held up babies for last looks they wouldn't remember. Propellers churned; handkerchiefs fluttered, and, up on deck, the balls of yarn began to spin. Red, yellow, blue, green, they untangled toward the pier, slowly at first, one revolution every ten seconds, then faster and faster as the boat picked up speed. Passengers held the yarn as long as possible, maintaining the connection to faces disappearing onshore. But finally, one by one, the balls ran out. The strings of yarn flew free, rising on the breeze.

A custom existed among the first generations of Christians, when faith was a bright fire that warmed more than those who kept it burning. In every house then a room was kept ready for any stranger who might ask for shelter; it was even called “the stranger’s room.” Not because these people thought they could trace something of someone they loved in the stranger who used it, not because the man or woman to whom they gave shelter reminded them of Christ, but because—plain and simple and stupendous fact—he or she was Christ.

As always, huge thanks to booksellers and librarians and educators! Now more than ever your determination to keep books like mine available for customers, patrons, and students like yours is so appreciated. Thank you for fighting that fight.

During that very first conversation, about the araucaria, he called himself the Steppenwolf, and this too estranged and disturbed me a little. What an expression! However, custom did not only reconcile me to it, but soon I never thought of him by any other name; nor could I today hit on a better description of him. A wolf of the Steppes that had lost its way and strayed into the towns and the life of the herd, a more striking image could not be found for his shy loneliness, his savagery, his restlessness, his homesickness, his homelessness.

These are the voices which we hear in solitude, but they grow faint and inaudible as we enter into the world. Society everywhere is in conspiracy against the manhood of every one of its members. Society is a joint-stock company, in which the members agree, for the better securing of his bread to each shareholder, to surrender the liberty and culture of the eater. The virtue in most request is conformity. Self-reliance is its aversion. It loves not realities and creators, but names and customs. Whoso would be a man must be a nonconformist. He who would gather immortal palms must not be hindered by the name of goodness, but must explore if it be goodness. Nothing is at last sacred but the integrity of your own mind.

The problem with success, even a little success, is that it changes you. You are no longer walking along the same precipice that drove you to do great work in the first place. Now you have something to defend: a reputation, money in the bank, a brand, real customer expectations. Success can take the edge away.

Sampling is directly dependent on your goal. If your goal is to increase your product quality, then you want to research those customers who have been using your products for quite some time. If you want to improve your first impression as a brand, then you can focus on those customers who are new to your brand.

Tamina serves coffee and calvados to the customers (there aren't all that many, the room being always half empty) and then goes back behind the bar. Almost always there is someone sitting on a barstool, trying to talk to her. Everyone likes Tamina. Because she knows how to listen to people. But is she really listening? Or is she merely looking at them so attentively, so silently? I don't know, and it's not very important. What matters is that she doesn't interrupt anyone. You know what happens when two people talk. One of them speaks and the other breaks in: "It's absolutely the same with me, I..." and starts talking about himself until the first one manages to slip back in with his own "It's absolutely the same with me, I..." The phrase "It's absolutely the same with me, I..." seems to be an approving echo, a way of continuing the other's thought, but that is an illusion: in reality it is a brute revolt against a brutal violence, an effort to free our own ear from bondage and to occupy the enemy's ear by force. Because all of man's life among his kind is nothing other than a battle to seize the ear of others. The whole secret of Tamina's popularity is that she has no desire to talk about herself. She submits to the forces occupying her ear, never saying: "It's absolutely the same with me, I...

His last election night was on the wide-open stretch of Zilker Park, against the backdrop of the Austin skyline. He remembers everything. He was eighteen years old in his first custom-made suit, corralled into a hotel around the corner with his family to watch the results while the crowd swelled outside, running with his arms open down the hallway when they called 270. He remembers it felt like his moment, because it was his mom and his family, but also realizing it was, in a way, not his moment at all, when he turned around and saw Zahra's mascara running down her face. He stood next to the stage set into the hillside of Zilker and looked into eyes upon eyes upon eyes of women who were old enough to have marched on Congress for the VRA in '65 and girls young enough never to have known a president who was a white man. All of them looking at their first Madam President.

When you first start off trying to solve a problem, the first solutions you come up with are very complex, and most people stop there. But if you keep going, and live with the problem and peel more layers of the onion off, you can oftentimes arrive at some very elegant and simple solutions. Most people just don't put in the time or energy to get there.

Too often, however, greed gets confused with positioning thinking. Charging high prices is not the way to get rich. Being the first to (1) establish the high-price position (2) with a valid product story (3) in a category where consumers are receptive to a high-priced brand is the secret of success. Otherwise, your high price just drives prospective customers away.

When we first come here in 1973, two men came to restaurant and say, ‘Go back to China and take your filthy, foreign food with you.’ I say, ‘You are angry. Anger comes from stomach. Sit. I bring you soup. For free. It will make you feel better.’ They ate my wonton soup. Recipe from my grandmother. They have been customers of restaurant for forty years. Meet force with softness. Recipe for life. Now you understand.” And, strangely, he did.

Margaret stood all alone at her first witch-burning. She had on her new blue cap and her sister's shawl, and she stood by herself, waiting. She had long ago given up on finding her sister and brother-in-law in the crowd, and was now content to watch alone. She felt a very pleasant fear and a crying excitement over the burning; she had lived all her life in the country and now, staying with her sister in the city, she was being introduced to the customs of society.

The knowledge that she would never be loved in return acted upon her ideas as a tide acts upon cliffs. Her religious beliefs went first, for all she could ask of a god, or of immortality, was the gift of a place where daughters love their mothers; the other attributes of Heaven you could have for a song. Next she lost her belief in the sincerity of those about her. She secretly refused to believe that anyone (herself excepted) loved anyone. All families lived in a wasteful atmosphere of custom and kissed one another with secret indifference. She saw that the people of this world moved about in an armor of egotism, drunk with self-gazing, athirst for compliments, hearing little of what was said to them, unmoved by the accidents that befell their closest friends, in dread of all appeals that might interrupt their long communion with their own desires. These were the sons and daughters of Adam from Cathay to Peru. And when on the balcony her thoughts reached this turn, her mouth would contract with shame for she knew that she too sinned and that though her love for her daughter was vast enough to include all the colors of love, it was not without a shade of tyranny: she loved her daughter not for her daughter's sake, but for her own. She longed to free herself from this ignoble bond; but the passion was too fierce to cope with.

Oh!” Pattern said suddenly, bursting up from the bowl to hover in the air. “You were talking about mating! I’m to make sure you don’t accidentally mate, as mating is forbidden by human society until you have first performed appropriate rituals! Yes, yes. Mmmm. Dictates of custom require following certain patterns before you copulate. I’ve been studying this!

The first thing he noticed was that Las Vegas seemed to have invented a new school of functional architecture, 'The Gilded Mousetrap School' he thought it might be called, whose main purpose was to channel the customer-mouse into the central gambling trap whether he wanted the cheese or not.

Man was first a hunter, and an artist: his early vestiges tell us that alone. But he must always have dreamed, and recognized and guessed and supposed, all the skills of the imagination. Language itself is a continuously imaginative act. Rational discourse outside our familiar territory of Greek logic sounds to our ears like the wildest imagination. The Dogon, a people of West Africa, will tell you that a white fox named Ogo frequently weaves himself a hat of string bean hulls, puts it on his impudent head, and dances in the okra to insult and infuriate God Almighty, and that there's nothing we can do about it except abide him in faith and patience. This is not folklore, or quaint custom, but as serious a matter to the Dogon as a filling station to us Americans. The imagination; that is, the way we shape and use the world, indeed the way we see the world, has geographical boundaries like islands, continents, and countries. These boundaries can be crossed. That Dogon fox and his impudent dance came to live with us, but in a different body, and to serve a different mode of the imagination. We call him Brer Rabbit.

Although this detail has no connection whatever with the real substance of what we are about to relate, it will not be superfluous, if merely for the sake of exactness in all points, to mention here the various rumors and remarks which had been in circulation about him from the very moment when he arrived in the diocese. True or false, that which is said of men often occupies as important a place in their lives, and above all in their destinies, as that which they do. M. Myriel was the son of a councillor of the Parliament of Aix; hence he belonged to the nobility of the bar. It was said that his father, destining him to be the heir of his own post, had married him at a very early age, eighteen or twenty, in accordance with a custom which is rather widely prevalent in parliamentary families. In spite of this marriage, however, it was said that Charles Myriel created a great deal of talk. He was well formed, though rather short in stature, elegant, graceful, intelligent; the whole of the first portion of his life had been devoted to the world and to gallantry.

On the first day of school, my teacher, Miss Mdingane, gave each of us an English name and said that from thenceforth that was the name we would answer to in school. This was the custom among Africans in those days and was undoubtedly due to the British bias of our education. The education I received was a British education, in which British ideas, British culture, British institutions, were automatically assumed to be superior. There was no such thing as African culture. Africans of my generation—and even today—generally have both an English and an African name. Whites were either unable or unwilling to pronounce an African name, and considered it uncivilized to have one. That day, Miss Mdingane told me that my new name was Nelson. Why she bestowed this particular name upon me I have no idea. Perhaps it had something to do with the great British sea captain Lord Nelson, but that would be only a guess.

There’s barely a product or service on the market today that customers can’t buy from someone else for about the same price, about the same quality, about the same level of service and about the same features. If you truly have a first-mover’s advantage, it’s probably lost in a matter of months. If you offer something truly novel, someone else will soon come up with something similar and maybe even better. But if you ask most businesses why their customers are their customers, most will tell you it’s because of superior quality, features, price or service. In other words, most companies have no clue why their customers are their customers. This is a fascinating realization.

I was lost a long time, without knowing it. Without the Faith, one is free, and that is a pleasant feeling at first. There are no questions of conscience, no constraints, except the constraints of custom, convention and the law, and these are flexible enough for most purposes. It is only later that terror comes. One is free - but free in chaos, in an unexplained and unexplainable world. One is free in a desert, from which there is no retreat but inward, toward the hollow core of oneself. There is nothing to build on but the small rock of one's own pride, and this is a nothing, based on nothing... I think, therefore I am. But what am I? An accident of disorder, going no place.

He said when he went to sell a man a flue, he asked first about that man's wife's health and how his children were. He said he had a book that he kept the names of his customers' families and what was wrong with them. A man's wife had cancer, he put her name down in the book and wrote 'cancer' after it and inquired about her every time he went to that man's hardware store until she died; then he scratched out the word 'cancer' and wrote 'dead' there. "And I say thank God when they're dead," the salesman said; "that's one less to remember.

I never dreamed that she meant lights. Sparkling. Shimmering. Waves of light. We could see them from the front of the cafe. Besides the few customers, everyone who lived on the street was gathered inside. And I mean everyone, even strange little Esther. She'd squeezed herself into the darkest corner of the room, sitting on the floor with her arms wrapped around her bent knees. But even her face was in awe. Silvers. Pearls. Iridescent pinks. They now sprayed out into the sunless room and hit the ceiling. The walls. The floor. Glowing copper. Gilded orange. And all kinds or gold. Sequins of light that swirled and spun through the air. Cascades of light flowing in, breaking up, and rolling like fluid diamonds over the worn tile. Emerald. Turquoise. Sapphire. It went on for hours. I looked over there and there were tears streaming down Gabe's wrinkled face: God bless you, Eve. And finally only the muted glow of a cool aquamarine. Then we heard the baby's first thin cry- and the place went wild.

Six Strategy Traps 1) The do-it-all strategy: failing to make choices, and making everything a priority. Remember, strategy is choice. 2) The Don Quixote strategy: attacking competitive "walled cities" or taking on the strongest competitor first, head-to-head. Remember, where to play is your choice. Pick somewhere you can have a choice to win. 3) The Waterloo Strategy: starting wars on multiple fronts with multiple competitors at the same time. No company can do everything well. If you try to do so, you will do everything weakly. 4) The something-for-everyone strategy: attempting to capture all consumer or channel or geographic or category segments at once. Remember, to create value, you have to choose to serve some constituents really well and not worry about the others. 5) The dreams-that-never-come-true strategy: developing high-level aspirations and mission statements that never get translated into concrete where-to-play and how-to-win choices, core capabilities, and management systems. Remember that aspirations are not strategy. Strategy is the answer to all five questions in the choice cascade. 6) The program-of-the-month strategy: settling for generic industry strategies, in which all competitors are chasing the same customers, geographies, and segments in the same way. The choice cascade and activity system that supports these choices should be distinctive. The more your choices look like those of your competitors, the less likely you will ever win.

I was also able to see that the principles governing the rites and customs of the churches in which I grew up did not differ from the principles governing the rites and customs of other churches, white. The principles were Blindness, Loneliness, and Terror, the first principle necessarily and actively cultivated in order to deny the two others. I would love to believe that the principles were Faith, Hope, and Charity, but this is clearly not so for most Christians, or for what we call the Christian world.

What are we going to tell the Intergalactic Council of Ministers the first time one of our teenage mothers threw her newborn baby into a dumpster, huh? How're we gonna explain that to the space people? How are we gonna let them know that our ambassador was only late for the meeting because his breakfast was cold and he had to spend half an hour punching his wife around the kitchen? What are they gonna think when they find out that it's just a local custom that over 80 million women in the Third World have had their clitorises forcibly removed in order to reduce their sexual pleasures so they won't cheat on their husbands? Can't you just sense how eager the rest of the universe is for us to show up? Can't you see them out there?

Almost ten years past now that Edeyn had watched him ride away from Fal Moran, and been gone when he returned, yet he still could recall her face more clearly than that of any woman who had shared his bed since. He was no longer a boy, to think that she loved him just because she had chosen to become his first lover, yet there was an old saying among Malkieri men. Your carneira wears part of your soul as a ribbon in her hair forever. Custom strong as law made it so.

The year was 1987, but it might as well have been the Summer of Love: I was twenty, had hair down to my shoulders, and was dressed like an Indian rickshaw driver. For those charged with enforcing our nation’s drug laws, it would have been only prudent to subject my luggage to special scrutiny. Happily, I had nothing to hide. “Where are you coming from?” the officer asked, glancing skeptically at my backpack. “India, Nepal, Thailand…” I said. “Did you take any drugs while you were over there?” As it happens, I had. The temptation to lie was obvious—why speak to a customs officer about my recent drug use? But there was no real reason not to tell the truth, apart from the risk that it would lead to an even more thorough search of my luggage (and perhaps of my person) than had already commenced. “Yes,” I said. The officer stopped searching my bag and looked up. “Which drugs did you take? “I smoked pot a few times… And I tried opium in India.” “Opium?” “Yes.” “Opium or heroin? “It was opium.” “You don’t hear much about opium these days.” “I know. It was the first time I’d ever tried it.” “Are you carrying any drugs with you now?” “No.” The officer eyed me warily for a moment and then returned to searching my bag. Given the nature of our conversation, I reconciled myself to being there for a very long time. I was, therefore, as patient as a tree. Which was a good thing, because the officer was now examining my belongings as though any one item—a toothbrush, a book, a flashlight, a bit of nylon cord—might reveal the deepest secrets of the universe. “What is opium like?” he asked after a time. And I told him. In fact, over the next ten minutes, I told this lawman almost everything I knew about the use of mind-altering substances. Eventually he completed his search and closed my luggage. One thing was perfectly obvious at the end of our encounter: We both felt very good about it.

Love is a figment of our imagination; becoming whatever we wish it to be. We customized our feelings to control love, resembling a wind being tossed about whichever way it suits us. Love is a game for the fittest, if you are weak at heart it will destroy you, it will blemish your soul. Love is another religion with a massive following that needs faith to believe that its tangible. This phenomenal Love we hunger for has become our heaven and hell, that we've created for ourselves. Love is an expression we hope to be conceived in, however having no genuine desire to partake in its birthing process, for the reason being that we know the minute love gives birth to us; death would be the first to greet us with a kiss upon our trembling lips of hopes. In conclusion Love is a fickle little thing

[…] I began to see Algiers as one of the most fascinating and dramatic places on earth. In the small space of this beautiful but congested city intersected two great conflicts of the contemporary world. The first was the one between Christianity and Islam (expressed here in the clash between colonizing France and colonized Algeria). The second, which acquired a sharpness of focus immediately after the independence and departure of the French, was a conflict at the very heart of Islam, between its open, dialectical — I would even say “Mediterranean” — current and its other, inward-looking one, born of a sense of uncertainty and confusion vis-à-vis the contemporary world, guided by fundamentalists who take advantage of modern technology and organizational principles yet at the same time deem the defense of faith and custom against modernity as the condition of their own existence, their sole identity. […] In Algiers one speaks simply of the existence of two varieties of Islam — one, which is called the Islam of the desert, and a second, which is defined as the Islam of the river (or of the sea). The first is the religion practiced by warlike nomadic tribes struggling to survive in one of the world's most hostile environments, the Sahara. The second Islam is the faith of merchants, itinerant peddlers, people of the road and of the bazaar, for whom openness, compromise, and exchange are not only beneficial to trade, but necessary to life itself.

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 customers have input over almost every aspect of the restaurant brand. They build menu items, determine price structures and hours of operation, suggest promotions, and even guest bartend for charity events. How does Joe Sorge dare give such control of his brand over to his customers? Two reasons. The first is that one-to-one relationships make life more fun. The second is that in a Thank You Economy, it pays off. Big. Knowing his customer base has always been a priority for Sorge. The idea that you have to create a welcoming atmosphere in a restaurant is a no-brainer, but at AJ Bombers, online customers get as much attention as anyone sitting at a four-top.

Our Saviour's meaning, when He said, He must be born again and become a little child that will enter in the Kingdom of Heaven is deeper far than is generally believed. It is only in a careless reliance upon Divine Providence, that we are to become little children, or in the feebleness and shortness of our anger and simplicity of our passions, but in the peace and purity of all our soul. Which purity also is a deeper thing than is commonly apprehended. For we must disrobe infant-like and clear; the powers of our soul free from the leaven of this world, and disentangled from men's conceits and customs. Grit in the eye or yellow jaundice will not let a man see those objects truly that are before it. And therefore it is requisite that we should be as very strangers to the thoughts, customs, and opinions of men in this world, as if we were but little children. So those things would appear to us only which do to children when they are first born. Ambitions, trades, luxuries, inordinate affections, casual and accidental riches invented since the fall, would be gone, and only those things appear, which did to Adam in Paradise, in the same light and in the same colours: God in His works, Glory in the light, Love in our parents, men, ourselves, and the face of Heaven: Every man naturally seeing those things, to the enjoyment of which he is naturally born.

The Apple Marketing Philosophy” that stressed three points. The first was empathy, an intimate connection with the feelings of the customer: “We will truly understand their needs better than any other company.” The second was focus: “In order to do a good job of those things that we decide to do, we must eliminate all of the unimportant opportunities.” The third and equally important principle, awkwardly named, was impute. It emphasized that people form an opinion about a company or product based on the signals that it conveys. “People DO judge a book by its cover,” he wrote. “We may have the best product, the highest quality, the most useful software etc.; if we present them in a slipshod manner, they will be perceived as slipshod; if we present them in a creative, professional manner, we will impute the desired qualities.

When it first emerged, Twitter was widely derided as a frivolous distraction that was mostly good for telling your friends what you had for breakfast. Now it is being used to organize and share news about the Iranian political protests, to provide customer support for large corporations, to share interesting news items, and a thousand other applications that did not occur to the founders when they dreamed up the service in 2006. This is not just a case of cultural exaptation: people finding a new use for a tool designed to do something else. In Twitter's case, the users have been redesigning the tool itself. The convention of replying to another user with the @ symbol was spontaneously invented by the Twitter user base. Early Twitter users ported over a convention from the IRC messaging platform and began grouping a topic or event by the "hash-tag" as in "#30Rock" or "inauguration." The ability to search a live stream of tweets - which is likely to prove crucial to Twitter's ultimate business model, thanks to its advertising potential - was developed by another start-up altogether. Thanks to these innovations, following a live feed of tweets about an event - political debates or Lost episodes - has become a central part of the Twitter experience. But for the first year of Twitter's existence, that mode of interaction would have been technically impossible using Twitter. It's like inventing a toaster oven and then looking around a year later and discovering that all your customers have, on their own, figured out a way to turn it into a microwave.

Six Telltale Signs of a Winning Strategy 1) An activity system that looks different from any competitor's system. It means you are tempting to deliver value in a distinctive way. 2) Customers who absolutely adore you, and noncustomers who can't see why anybody would buy from you. This means you have been choiceful. 3) Competitors who make a good profit doing what they are doing. It means your strategy has left where-to-play and how-to-win choices for competitors, who don't need to attack the heart of your market to survive. 4) More resources to spend on an ongoing basis than competitors have. This means you are winning the value equation and have the biggest margin between price and costs and best capacity to add spending to take advantage of an opportunity to defend your turf. 5) Competitors who attack one another, not you. It means that you look like the hardest target in the (broadly defined) industry to attack. 6) Customers who look first to you for innovations, new products, and service enhancement to make their lives better. This means that your customers believe that you are uniquely positioned to create value for them.

When I worked in a second-hand bookshop — so easily pictured, if you don't work in one, as a kind of paradise where charming old gentlemen browse eternally among calf-bound folios — the thing that chiefly struck me was the rarity of really bookish people. Our shop had an exceptionally interesting stock, yet I doubt whether ten per cent of our customers knew a good book from a bad one. First edition snobs were much commoner than lovers of literature, but oriental students haggling over cheap textbooks were commoner still, and vague-minded women looking for birthday presents for their nephews were commonest of all.

Then in a moment, in that vast space of rocks and sky and scorching sun, I understood that he had not meant religious faith, not exactly. He was not urging me to become a Muslim or to believe in one interpretation of God rather than another. He knew me for what I was, an old, cold, cautious scientist. That was what I was then. And he was simply pointing out to me the first step to take. The word he had used was faith, but what he meant was belief. The first step was simple: it was to believe in belief itself. I had just taken that step. At long last I understood. I had belief. I did not know, or for the moment care, what exactly it was I had to believe in. I only knew that belief in something was the first step away from believing in nothing, the first step away from a world which only recognised what it could count, measure, sell or buy. The people here still had that innocent power of belief: not the angry denial of other people’s belief of religious fanatics, but a quiet affirmation. That was what I sensed here, in this land and in this place, which made it so different from home. It was not the clothes, not the language, not the customs, not the sense of being in another century. It was none of these. It was the pervading presence of belief. I believed in belief. I didn’t exactly feel as if I was on the road to Damascus, and I was aware I could not think straight because of the power of the sun, but now I knew what the Yemen salmon project was all about. It had already worked its transformation on me. It would do the same for others.

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)

It is the custom on the stage: in all good, murderous melodramas: to present the tragic and the comic scenes, in as regular alternation, as the layers of red and white in a side of streaky, well-cured bacon. The hero sinks upon his straw bed, weighed down by fetters and misfortunes; and, in the next scene, his faithful but unconscious squire regales the audience with a comic song. We behold, with throbbing bosoms, the heroine in the grasp of a proud and ruthless baron: her virtue and her life alike in danger; drawing forth a dagger to preserve the one at the cost of the other; and, just as our expectations are wrought up to the highest pitch, a whistle is heard: and we are straightway transported to the great hall of the castle: where a grey-headed seneschal sings a funny chorus with a funnier body of vassals, who are free of all sorts of places from church vaults to palaces, and roam about in company, carolling perpetually. Such changes appear absurd; but they are not so unnatural as they would seem at first sight. The transitions in real life from well-spread boards to death-beds, and from mourning weeds to holiday garments, are not a whit less startling; only, there, we are busy actors, instead of passive lookers-on; which makes a vast difference. The actors in the mimic life of the theatre, are blind to violent transitions and abrupt impulses of passion or feeling, which, presented before the eyes of mere spectators, are at once condemned as outrageous and preposterous.

I knew it all, the whole drab compass of marital disillusion; we had been through it together, the Army and I, from the first importunate courtship until now, when nothing remained to us except the chill bonds of law and duty and custom. I had played every scene in the domestic tragedy, had found the early tiffs become more frequent, the tears less affecting, the reconciliations less sweet, till they engendered a mood of aloofness and cool criticism, and the growing conviction that it was not myself but the loved one who was at fault. I caught the false notes in her voice and learned to listen for them apprehensively; I recognized the blank, resentful stare of incomprehension in her eyes, and the selfish, hard set of the corners of her mouth. I learned her, as one must learn a woman one has kept house with, day in, day out, for three and a half years; I learned her slatternly ways, the routine and mechanism of her charm, her jealousy and self-seeking, and her nervous trick with the fingers when she was lying. She was stripped of all enchantment now and I knew her for an uncongenial stranger to whom I had bound myself indissolubly in a moment of folly.

Of courage undaunted, possessing a firmness and perseverance of purpose which nothing but impossibilities could divert from its direction, careful as a father of those committed to his charge, yet steady in the maintenance of order and discipline, intimate with the Indian character, customs, and principles; habituated to the hunting life, guarded by exact observation of the vegetables and animals of his own country against losing time in the description of objects already possessed; honest, disinterested, liberal, of sound understanding, and a fidelity to truth so scrupulous that whatever he should report would be as certain as if seen by ourselves – with all these qualifications as if selected and implanted by nature in one body for this express purpose, I could have no hesitation in confiding the enterprise to him. To fill up the measure desired, he wanted nothing but a greater familiarity with the technical language of the natural sciences, and readiness in the astronomical observations necessary for the geography of his route. To acquire these he repaired immediately to Philadelphia, and placed himself under the tutorage of the distinguished professors of that place.

Fitbit is a company that knows the value of Shadow Testing. Founded by Eric Friedman and James Park in September 2008, Fitbit makes a small clip-on exercise and sleep data-gathering device. The Fitbit device tracks your activity levels throughout the day and night, then automatically uploads your data to the Web, where it analyzes your health, fitness, and sleep patterns. It’s a neat concept, but creating new hardware is time-consuming, expensive, and fraught with risk, so here’s what Friedman and Park did. The same day they announced the Fitbit idea to the world, they started allowing customers to preorder a Fitbit on their Web site, based on little more than a description of what the device would do and a few renderings of what the product would look like. The billing system collected names, addresses, and verified credit card numbers, but no charges were actually processed until the product was ready to ship, which gave the company an out in case their plans fell through. Orders started rolling in, and one month later, investors had the confidence to pony up $2 million dollars to make the Fitbit a reality. A year later, the first real Fitbit was shipped to customers. That’s the power of Shadow Testing.

The sexual eagle exults he will gild the earth once more his descending wing his ascending wing sways imperceptibly the sleeves of the peppermint and all the water's adorable undress Days are counted so clearly that the mirror has yielded to a froth of fronds of the sky i see but one star now around us there is only the milk describing its dizzy ellipsis from which sometimes soft intuition with pupils of eyed agate rises to poke its umbrella tip in the mud of the electric light then great reaches cast anchor stretch out in the depths of my closed eyes icebergs radiating the customs of all the worlds yet to come bron from a fragment of you fragment unkown and iced on the wing your existence the giant bouquet escaping fr4om my arms is badly tied it didgs out walls unrolls the stairs of houses loses its leaves in the show windows of the street to gether the news i am always leaving to gather the news the newspaper is glass today and if letters no longer arrive it's that the train has been consumed the great incision of the emerald which gaave birth to the foliage is scarred for always the sawdust of blinding snow and the quarries of flesh are sounding along on the first shelf reversed on this shelf i take the impression of death and life to the liquid air

America is in the earliest phase of its power. It is not fully civilized. America, like Europe in the sixteenth century, is still barbaric (a description, not a moral judgment). Its culture is unformed. Its will is powerful. Its emotions drive it in different and contradictory directions. Cultures live in one of three states. The first state is barbarism. Barbarians believe that the customs of their village are the laws of nature and that anyone who doesn’t live the way they live is beneath contempt and requiring redemption or destruction. The third state is decadence. Decadents cynically believe that nothing is better than anything else. If they hold anyone in contempt, it is those who believe in anything. Nothing is worth fighting for. Civilization is the second and most rare state. Civilized people are able to balance two contradictory thoughts in their minds. They believe that there are truths and that their cultures approximate those truths. At the same time, they hold open in their mind the possibility that they are in error. The combination of belief and skepticism is inherently unstable. Cultures pass through barbarism to civilization and then to decadence, as skepticism undermines self-certainty Civilized people fight selectively but effectively.

Behold Lucius I am come, thy weeping and prayers hath mooved mee to succour thee. I am she that is the naturall mother of all things, mistresse and governesse of all the Elements, the initiall progeny of worlds, chiefe of powers divine, Queene of heaven! the principall of the Gods celestiall, the light of the goddesses: at my will the planets of the ayre, the wholesome winds of the Seas, and the silences of hell be diposed; my name, my divinity is adored throughout all the world in divers manners, in variable customes and in many names, for the Phrygians call me the mother of the Gods: the Athenians, Minerva: the Cyprians, Venus: the Candians, Diana: the Sicilians Proserpina: the Eleusians, Ceres: some Juno, other Bellona, other Hecate: and principally the Aethiopians which dwell in the Orient, and the Aegyptians which are excellent in all kind of ancient doctrine, and by their proper ceremonies accustome to worship mee, doe call mee Queene Isis. Behold I am come to take pitty of thy fortune and tribulation, behold I am present to favour and ayd thee, leave off thy weeping and lamentation, put away all thy sorrow, for behold the healthfull day which is ordained by my providence, therefore be ready to attend to my commandement. This day which shall come after this night, is dedicated to my service, by an eternall religion, my Priests and Ministers doe accustome after the tempests of the Sea, be ceased, to offer in my name a new ship as a first fruit of my Navigation.

The truth of the matter I believe to be this. There is, as I stated at first, no absolute right or wrong in love, but everything depends upon the circumstances, to yield to a bad man in a bad way is wrong, but to yield to a worthy man in a right way is right. The bad man is a common or a vulgar lover, who is in love with the body rather than the soul; he is not constant because what he loves is not constant; as soon as the flower of physical beauty, which is what he loves, begins to fade, he is gone "even as a dream", and all his professions and promises are as nothing. But the lover of a noble nature remains its lover for life, because the thing to which he cleaves is constant. The object of our custom then is to subject lovers to a thorough test; it encourages the lover to pursue and the bloved to flee, in order that the right kind of lover may in the end be gratified and the wrong kind be eluded; it sets up a kind of competition to determine which kind of lover and beloved respectively belong.

The knowledge both of the Poet and the Man of science is pleasure; but the knowledge of the one cleaves to us as a necessary part of our existence, our natural and unalienable inheritance; the other is a personal and individual acquisition, slow to come to us, and by no habitual and direct sympathy connecting us with our fellow-beings. The Man of science seeks truth as a remote and unknown benefactor; he cherishes and loves it in his solitude: the Poet, singing a song in which all human beings join with him, rejoices in the presence of truth as our visible friend and hourly companion. Poetry is the breath and finer spirit of all knowledge; it is the impassioned expression which is in the countenance of all Science. Emphatically may it be said of the Poet, as Shakespeare hath said of man, ‘that he looks before and after.’ He is the rock of defence for human nature; an upholder and preserver, carrying everywhere with him relationship and love. In spite of difference of soil and climate, of language and manners, of laws and customs: in spite of things silently gone out of mind, and things violently destroyed; the Poet binds together by passion and knowledge the vast empire of human society, as it is spread over the whole earth, and over all time. The objects of the Poet’s thoughts are everywhere; though the eyes and senses of man are, it is true, his favourite guides, yet he will follow wheresoever he can find an atmosphere of sensation in which to move his wings. Poetry is the first and last of all knowledge—it is as immortal as the heart of man.

But this was not enough on its own to generate the kind of terror that Mao wanted. On 18 August, a mammoth rally was held in Tiananmen Square in the center of Peking, with over a million young participants. Lin Biao appeared in public as Mao's deputy and spokesman for the first time. He made a speech calling on the Red Guards to charge out of their schools and 'smash up the four olds' defined as 'old ideas, old culture, old customs, and old habits." Following this obscure call, Red Guards all over China took to the streets, giving full vent to their vandalism, ignorance, and fanaticism. They raided people's houses, smashed their antiques, tore up paintings and works of calligraphy. Bonfires were lit to consume books. Very soon nearly all treasures in private collections were destroyed. Many writers and artists committed suicide after being cruelly beaten and humiliated, and being forced to witness their work being burned to ashes. Museums were raided. Palaces, temples, ancient tombs, statues, pagodas, city walls anything 'old' was pillaged. The few things that survived, such as the Forbidden City, did so only because Premier Zhou Enlai sent the army to guard them, and issued specific orders that they should be protected. The Red Guards only pressed on when they were encouraged. Mao hailed the Red Guards' actions as "Very good indeed!" and ordered the nation to support them. He encouraged the Red Guards to pick on a wider range of victims in order to increase the terror. Prominent writers, artists, scholars, and most other top professionals, who had been privileged under the Communist regime, were now categorically condemned as 'reactionary bourgeois authorities." With the help of some of these people's colleagues who hated them for various reasons, ranging from fanaticism to envy, the Red Guards began to abuse them. Then there were the old 'class enemies': former landlords and capitalists, people with Kuomintang connections, those condemned in previous political campaigns like the 'rightists' and their children.

It is now time for us to ask the personal question put to Jesus Christ by Saul of Tarsus on the Damascus road, ‘What shall I do Lord?’ or the similar question asked by the Philippian jailer, ’What must I do to be saved?’ Clearly we must do something. Christianity is no mere passive acquiescence in a series of propositions, however true. We may believe in the deity and the salvation of Christ, and acknowledge ourselves to be sinners in need of his salvation, but this does not make us Christians. We have to make a personal response to Jesus Christ, committing ourselves unreservedly to him as our Savior and Lord … At its simplest Christ’s call was “Follow me.” He asked men and women for their personal allegiance. He invited them to learn from him, to obey his words and to identify themselves with his cause … Now there can be no following without a previous forsaking. To follow Christ is to renounce all lesser loyalties … let me be more explicit about the forsaking which cannot be separated from the following of Jesus Christ. First, there must be a renunciation of sin. This, in a word, is repentance. It is the first part of Christian conversion. It can in no circumstances be bypassed. Repentance and faith belong together. We cannot follow Christ without forsaking sin … Repentance is a definite turn from every thought, word, deed, and habit which is known to be wrong … There can be no compromise here. There may be sins in our lives which we do not think we could ever renounce, but we must be willing to let them go as we cry to God for deliverance from them. If you are in doubt regarding what is right and what is wrong, do not be too greatly influenced by the customs and conventions of Christians you may know. Go by the clear teaching of the Bible and by the prompting of your conscience, and Christ will gradually lead you further along the path of righteousness. When he puts his finger on anything, give it up. It may be some association or recreation, some literature we read, or some attitude of pride, jealousy or resentment, or an unforgiving spirit. Jesus told his followers to pluck out their eye and cut off their hand or foot if it caused them to sin. We are not to obey this with dead literalism, of course, and mutilate our bodies. It is a figure of speech for dealing ruthlessly with the avenues along which temptation comes to us.

In the early months of World War II, San Francisco's Fill-more district, or the Western Addition, experienced a visible revolution. On the surface it appeared to be totally peaceful and almost a refutation of the term “revolution.” The Yakamoto Sea Food Market quietly became Sammy's Shoe Shine Parlor and Smoke Shop. Yashigira's Hardware metamorphosed into La Salon de Beauté owned by Miss Clorinda Jackson. The Japanese shops which sold products to Nisei customers were taken over by enterprising Negro businessmen, and in less than a year became permanent homes away from home for the newly arrived Southern Blacks. Where the odors of tempura, raw fish and cha had dominated, the aroma of chitlings, greens and ham hocks now prevailed. The Asian population dwindled before my eyes. I was unable to tell the Japanese from the Chinese and as yet found no real difference in the national origin of such sounds as Ching and Chan or Moto and Kano. As the Japanese disappeared, soundlessly and without protest, the Negroes entered with their loud jukeboxes, their just-released animosities and the relief of escape from Southern bonds. The Japanese area became San Francisco's Harlem in a matter of months. A person unaware of all the factors that make up oppression might have expected sympathy or even support from the Negro newcomers for the dislodged Japanese. Especially in view of the fact that they (the Blacks) had themselves undergone concentration-camp living for centuries in slavery's plantations and later in sharecroppers' cabins. But the sensations of common relationship were missing. The Black newcomer had been recruited on the desiccated farm lands of Georgia and Mississippi by war-plant labor scouts. The chance to live in two-or three-story apartment buildings (which became instant slums), and to earn two-and even three-figured weekly checks, was blinding. For the first time he could think of himself as a Boss, a Spender. He was able to pay other people to work for him, i.e. the dry cleaners, taxi drivers, waitresses, etc. The shipyards and ammunition plants brought to booming life by the war let him know that he was needed and even appreciated. A completely alien yet very pleasant position for him to experience. Who could expect this man to share his new and dizzying importance with concern for a race that he had never known to exist? Another reason for his indifference to the Japanese removal was more subtle but was more profoundly felt. The Japanese were not whitefolks. Their eyes, language and customs belied the white skin and proved to their dark successors that since they didn't have to be feared, neither did they have to be considered. All this was decided unconsciously.

Being busy helping customers meant that I had no time to train the way I was used to, with an intense four-or five-hour workout each day. So I adopted the idea of training twice a day, two hours before work and two hours from seven to nine in the evening, when business slacked off and only the serious lifters were left. Split workouts seemed like an annoyance at first, but I realized I was onto something when I saw the results: I was concentrating better and recovering faster while grinding out longer and harder sets. On many days I would add a third training session at lunchtime. I'd isolate a body part that I thought was weak and give it thirty or forty minutes of my full attention, blasting twenty sets of calf raises, say, or one hundred triceps extensions. I did the same thing some nights after dinner, coming back to train for an hour at eleven o'clock. As I went to sleep in my snug little room, I'd often feel one or another muscle that I'd traumatized that day jumping and twitching-just a side effect of a successful workout and every pleasing, because I knew those fibers would now recover and grow.

This is the heart of it, the scared woman who does not want to go alone to the man any longer, because when she does, when she takes of her baggy dress, displaying to him rancid breasts each almost as big as his own head, or no breasts, or mammectomized scar tissues taped over with old tennis balls to give her the right curves; when, vending her flesh, she stands or squats waiting, congealing the air firstly with her greasy cheesey stench of unwashed feet confined in week-old socks, secondly with her perfume of leotards and panties also a week old, crusted with semen and urine, brown-greased with the filth of alleys; thirdly with the odor of her dress also worn for a week, emblazoned with beer-spills and cigarette-ash and salted with the smelly sweat of sex, dread, fever, addiction—when she goes to the man, and is accepted by him, when all these stinking skins of hers have come off (either quickly, to get it over with, or slowly like a big truck pulling into a weigh station because she is tired), when she nakedly presents her soul’s ageing soul, exhaling from every pore physical and ectoplasmic her fourth and supreme smell which makes eyes water more than any queen of red onions—rotten waxy smell from between her breasts, I said, bloody pissy shitty smell from between her legs, sweat-smell and underarm-smell, all blended into her halo, generalized sweetish smell of unwashed flesh; when she hunkers painfully down with her customer on bed or a floor or in an alley, then she expects her own death. Her smell is enough to keep him from knowing the heart of her, and the heart of her is not the heart of it. The heart of it is that she is scared.

And that discovery would betray the closely guarded secret of modern culture to the laughter of the world. For we moderns have nothing of our own. We only become worth notice by filling ourselves to overflowing with foreign customs, arts, philosophies, religions and sciences: we are wandering encyclopaedias, as an ancient Greek who had strayed into our time would probably call us. But the only value of an encyclopaedia lies in the inside, in the contents, not in what is written outside, in the binding or the wrapper. And so the whole of modern culture is essentially internal; the bookbinder prints something like this on the cover: “Manual of internal culture for external barbarians.” The opposition of inner and outer makes the outer side still more barbarous, as it would naturally be, when the outward growth of a rude people merely developed its primitive inner needs. For what means has nature of repressing too great a luxuriance from without? Only one,—to be affected by it as little as possible, to set it aside and stamp it out at the first opportunity. And so we have the custom of no longer taking real things seriously, we get the feeble personality on which the real and the permanent make so little impression. Men become at last more careless and accommodating in external matters, and the [Pg 34] considerable cleft between substance and form is widened; until they have no longer any feeling for barbarism, if only their memories be kept continually titillated, and there flow a constant stream of new things to be known, that can be neatly packed up in the cupboards of their memory.

Since McDougall contrasts the behaviour of a highly organised group with what has just been described, we shall be particularly interested to learn in what this organisation consists, and by what factors it is produced. The author enumerates five principal conditions ' for raising collective mental life to a higher level. The first and fundamental condition is that there should be some degree of continuity of existence in the group. This may be either material or formal: the former, if the same individuals persist in the group for some time; and the latter, if there is developed within the group a system of fixed positions which are occupied by a succession of individuals. The second condition is that in the individual member of the group some definite idea should be formed of the nature, composition, functions and capacities of the group, so that from this he may develop an emotional relation to the group as a whole. The third is that the group should be brought into interaction (perhaps in the form of rivalry) with other groups similar to it but differing from it in many respects. The fourth is that the group should possess traditions, customs and habits, and especially such as determine the relations of its members to one another. The fifth is that the group should have a definite structure, expressed in the specialisation and differentiation of the functions of its constituents. According to McDougall, if these conditions are fulfilled, the psychological disadvantages of the group formation are removed. The collective lowering of intellectual ability is avoided by withdrawing the performance of intellectual tasks from the group and reserving them for individual members of it.

By December 1975, a year had passed since Mr. Harvey had packed his bags, but there was still no sign of him. For a while, until the tape dirtied or the paper tore, store owners kept a scratchy sketch of him taped to their windows. Lindsey and Samuel walked in the neighboorhood or hung out at Hal's bike shop. She wouldn't go to the diner where the other kids went. The owner of the diner was a law and order man. He had blown up the sketch of George Harvey to twice its size and taped it to the front door. He willingly gave the grisly details to any customer who asked- young girl, cornfield, found only an elbow. Finallly Lindsey asked Hal to give her a ride to the police station. She wanted to know what exactly they were doing. They bid farewell to Samuel at the bike shop and Hal gave Lindsey a ride through a wet December snow. From the start, Lindsey's youth and purpose had caught the police off guard. As more and more of them realized who she was, they gave her a wider and wider berth. Here was this girl, focused, mad, fifteen... When Lindsey and Hal waited outside the captain's office on a wooden bench, she thought she saw something across the room that she recognized. It was on Detective Fenerman's desk and it stood out in the room because of its color. What her mother had always distinguished as Chinese red, a harsher red than rose red, it was the red of classic red lipsticks, rarely found in nature. Our mother was proud of her ability fo wear Chinese red, noting each time she tied a particular scarf around her neck that it was a color even Grandma Lynn dared not wear. Hal,' she said, every muscle tense as she stared at the increasingly familiar object on Fenerman's desk. Yes.' Do you see that red cloth?' Yes.' Can you go and get it for me?' When Hal looked at her, she said: 'I think it's my mother's.' As Hal stood to retrieve it, Len entered the squad room from behind where Lindsey sat. He tapped her on the shoulder just as he realized what Hal was doing. Lindsey and Detective Ferman stared at each other. Why do you have my mother's scarf?' He stumbled. 'She might have left it in my car one day.' Lindsey stood and faced him. She was clear-eyed and driving fast towards the worst news yet. 'What was she doing in your car?' Hello, Hal,' Len said. Hal held the scarf in his head. Lindsey grabbed it away, her voice growing angry. 'Why do you have m mother's scarf?' And though Len was the detective, Hal saw it first- it arched over her like a rainbow- Prismacolor understanding. The way it happened in algebra class or English when my sister was the first person to figure out the sum of x or point out the double entendres to her peers. Hal put his hand on Lindsey's shoulder to guide her. 'We should go,' he said. And later she cried out her disbelief to Samuel in the backroom of the bike shop.

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.

Saturday evening, on a quiet lazy afternoon, I went to watch a bullfight in Las Ventas, one of Madrid's most famous bullrings. I went there out of curiosity. I had long been haunted by the image of the matador with its custom made torero suit, embroidered with golden threads, looking spectacular in his "suit of light" or traje de luces as they call it in Spain. I was curious to see the dance of death unfold in front of me, to test my humanity in the midst of blood and gold, and to see in which state my soul will come out of the arena, whether it will be shaken and stirred, furious and angry, or a little bit aware of the life embedded in every death. Being an avid fan of Hemingway, and a proponent of his famous sentence "About morals, I know only that what is moral is what you feel good after and what is immoral is what you feel bad after,” I went there willingly to test myself. I had heard atrocities about bullfighting yet I had this immense desire to be part of what I partially had an inclination to call a bloody piece of cultural experience. As I sat there, in front of the empty arena, I felt a grandiose feeling of belonging to something bigger than anything I experienced during my stay in Spain. Few minutes and I'll be witnessing a painting being carefully drawn in front of me, few minutes and I will be part of an art form deeply entrenched in the Spanish cultural heritage: the art of defying death. But to sit there, and to watch the bull enter the arena… To watch one bull surrounded by a matador and his six assistants. To watch the matador confronting the bull with the capote, performing a series of passes, just before the picador on a horse stabs the bull's neck, weakening the neck muscles and leading to the animal's first loss of blood... Starting a game with only one side having decided fully to engage in while making sure all the odds will be in the favor of him being a predetermined winner. It was this moment precisely that made me feel part of something immoral. The unfair rules of the game. The indifferent bull being begged to react, being pushed to the edge of fury. The bull, tired and peaceful. The bull, being teased relentlessly. The bull being pushed to a game he isn't interested in. And the matador getting credits for an unfair game he set. As I left the arena, people looked at me with mocking eyes. Yes, I went to watch a bull fight and yes the play of colors is marvelous. The matador’s costume is breathtaking and to be sitting in an arena fills your lungs with the sands of time. But to see the amount of claps the spill of blood is getting was beyond what I can endure. To hear the amount of claps injustice brings is astonishing. You understand a lot about human nature, about the wars taking place every day, about poverty and starvation. You understand a lot about racial discrimination and abuse (verbal and physical), sex trafficking, and everything that stirs the wounds of this world wide open. You understand a lot about humans’ thirst for injustice and violence as a way to empower hidden insecurities. Replace the bull and replace the matador. And the arena will still be there. And you'll hear the claps. You've been hearing them ever since you opened your eyes.

Sheepwalking I define “sheepwalking” as the outcome of hiring people who have been raised to be obedient and giving them a brain-dead job and enough fear to keep them in line. You’ve probably encountered someone who is sheepwalking. The TSA “screener” who forces a mom to drink from a bottle of breast milk because any other action is not in the manual. A “customer service” rep who will happily reread a company policy six or seven times but never stop to actually consider what the policy means. A marketing executive who buys millions of dollars’ worth of TV time even though she knows it’s not working—she does it because her boss told her to. It’s ironic but not surprising that in our age of increased reliance on new ideas, rapid change, and innovation, sheepwalking is actually on the rise. That’s because we can no longer rely on machines to do the brain-dead stuff. We’ve mechanized what we could mechanize. What’s left is to cost-reduce the manual labor that must be done by a human. So we write manuals and race to the bottom in our search for the cheapest possible labor. And it’s not surprising that when we go to hire that labor, we search for people who have already been trained to be sheepish. Training a student to be sheepish is a lot easier than the alternative. Teaching to the test, ensuring compliant behavior, and using fear as a motivator are the easiest and fastest ways to get a kid through school. So why does it surprise us that we graduate so many sheep? And graduate school? Since the stakes are higher (opportunity cost, tuition, and the job market), students fall back on what they’ve been taught. To be sheep. Well-educated, of course, but compliant nonetheless. And many organizations go out of their way to hire people that color inside the lines, that demonstrate consistency and compliance. And then they give these people jobs where they are managed via fear. Which leads to sheepwalking. (“I might get fired!”) The fault doesn’t lie with the employee, at least not at first. And of course, the pain is often shouldered by both the employee and the customer. Is it less efficient to pursue the alternative? What happens when you build an organization like W. L. Gore and Associates (makers of Gore-Tex) or the Acumen Fund? At first, it seems crazy. There’s too much overhead, there are too many cats to herd, there is too little predictability, and there is way too much noise. Then, over and over, we see something happen. When you hire amazing people and give them freedom, they do amazing stuff. And the sheepwalkers and their bosses just watch and shake their heads, certain that this is just an exception, and that it is way too risky for their industry or their customer base. I was at a Google conference last month, and I spent some time in a room filled with (pretty newly minted) Google sales reps. I talked to a few of them for a while about the state of the industry. And it broke my heart to discover that they were sheepwalking. Just like the receptionist at a company I visited a week later. She acknowledged that the front office is very slow, and that she just sits there, reading romance novels and waiting. And she’s been doing it for two years. Just like the MBA student I met yesterday who is taking a job at a major packaged-goods company…because they offered her a great salary and promised her a well-known brand. She’s going to stay “for just ten years, then have a baby and leave and start my own gig.…” She’ll get really good at running coupons in the Sunday paper, but not particularly good at solving new problems. What a waste. Step one is to give the problem a name. Done. Step two is for anyone who sees themselves in this mirror to realize that you can always stop. You can always claim the career you deserve merely by refusing to walk down the same path as everyone else just because everyone else is already doing it.

I will have you for husband tonight,” she said in fierce, low tones, “or I will not go until I do!” “If there was any way, I would,” he protested. “Daise Congar would crack my head if I wanted to go against custom. For the love of the Light, Faile, just carry the message, and I’ll wed you the very first day I can.” He would. If that day ever came. Suddenly she was very intent on his beard, smoothing it and not meeting his eyes. She started speaking slowly but picked up speed like a runaway horse. “I … just happened to mention … in passing … I just mentioned to Mistress al’Vere how we had been traveling together—I don’t know how it came up—and she said—and Mistress Congar agreed with her—not that I talked to everybody!—she said that we probably—certainly—could be considered betrothed already under your customs, and the year is just to make sure you really do get on well together—which we do, as anyone can see—and here I am being as forward as some Domani hussy or one of those Tairen galls—if you ever even think of Berelain—oh, Light, I’m babbling, and you won’t even—” He cut her off by kissing her as thoroughly as he knew how. “Will you marry me?” he said breathlessly when he was done. “Tonight?” He must have done ever better with the kiss than he thought; he had to repeat himself six times, with her giggling against his throat and demanding he say it again, before she seemed to understand. Which was how he found himself not half an hour later kneeling opposite her in the common room, in front of Daise Congar and Marin al’Vere, Alsbet Luhhan and Neysa Ayellin and all the Women’s Circle. Loial had been roused to stand for him with Aram, and Bain and Chiad stood for Faile. There were no flowers to put in her hair or his, but Bain, guided by Marin, tucked a long red wedding ribbon around his neck, and Loial threaded another through Faile’s dark hair, his thick fingers surprisingly deft and gentle. Perrin’s hands trembled as he cupped hers. “I, Perrin Aybara, do pledge you my love, Faile Bashere, for as long as I live.” For as long as I live and after. “What I possess in this world I give to you.” A horse, an axe, a bow. A hammer. Not much to gift a bride. I give you life, my love. It’s all I have. “I will keep and hold you, succor and tend you, protect and shelter you, for all the days of my life.” I can’t keep you; the only way I can protect you is to send you away. “I am yours, always and forever.” By the time he finished, his hands were shaking visibly. Faile moved her hands to hold his. “I, Zarine Bashere …” That was a surprise; she hated that name. “ … do pledge you my love, Perrin Aybara … .” Her hands never trembled at all.

Obviously, in those situations, we lose the sale. But we’re not trying to maximize each and every transaction. Instead, we’re trying to build a lifelong relationship with each customer, one phone call at a time. A lot of people may think it’s strange that an Internet company is so focused on the telephone, when only about 5 percent of our sales happen through the telephone. In fact, most of our phone calls don’t even result in sales. But what we’ve found is that on average, every customer contacts us at least once sometime during his or her lifetime, and we just need to make sure that we use that opportunity to create a lasting memory. The majority of phone calls don’t result in an immediate order. Sometimes a customer may be calling because it’s her first time returning an item, and she just wants a little help stepping through the process. Other times, a customer may call because there’s a wedding coming up this weekend and he wants a little fashion advice. And sometimes, we get customers who call simply because they’re a little lonely and want someone to talk to. I’m reminded of a time when I was in Santa Monica, California, a few years ago at a Skechers sales conference. After a long night of bar-hopping, a small group of us headed up to someone’s hotel room to order some food. My friend from Skechers tried to order a pepperoni pizza from the room-service menu, but was disappointed to learn that the hotel we were staying at did not deliver hot food after 11:00 PM. We had missed the deadline by several hours. In our inebriated state, a few of us cajoled her into calling Zappos to try to order a pizza. She took us up on our dare, turned on the speakerphone, and explained to the (very) patient Zappos rep that she was staying in a Santa Monica hotel and really craving a pepperoni pizza, that room service was no longer delivering hot food, and that she wanted to know if there was anything Zappos could do to help. The Zappos rep was initially a bit confused by the request, but she quickly recovered and put us on hold. She returned two minutes later, listing the five closest places in the Santa Monica area that were still open and delivering pizzas at that time. Now, truth be told, I was a little hesitant to include this story because I don’t actually want everyone who reads this book to start calling Zappos and ordering pizza. But I just think it’s a fun story to illustrate the power of not having scripts in your call center and empowering your employees to do what’s right for your brand, no matter how unusual or bizarre the situation. As for my friend from Skechers? After that phone call, she’s now a customer for life. Top 10 Ways to Instill Customer Service into Your Company   1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top.   2. Make WOW a verb that is part of your company’s everyday vocabulary.   3. Empower and trust your customer service reps. Trust that they want to provide great service… because they actually do. Escalations to a supervisor should be rare.   4. Realize that it’s okay to fire customers who are insatiable or abuse your employees.   5. Don’t measure call times, don’t force employees to upsell, and don’t use scripts.   6. Don’t hide your 1-800 number. It’s a message not just to your customers, but to your employees as well.   7. View each call as an investment in building a customer service brand, not as an expense you’re seeking to minimize.   8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company.   9. Find and hire people who are already passionate about customer service. 10. Give great service to everyone: customers, employees, and vendors.