Returning Customer 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.

Grief turns out to be a place none of us know until we reach it. We anticipate (we know) that someone close to us could die, but we do not look beyond the few days or weeks that immediately follow such an imagined death. We misconstrue the nature of even those few days or weeks. We might expect if the death is sudden to feel shock. We do not expect this shock to be obliterative, dislocating to both body and mind. We might expect that we will be prostrate, inconsolable, crazy with loss. We do not expect to be literally crazy, cool customers who believe their husband is about to return and need his shoes.

Grief turns out to be a place none of us know until we reach it. We anticipate (we know) that someone close to us could die, but we do not look beyond the few days or weeks that immediately follow such an imagined death. We misconstrue the nature of even those few days or weeks. We might expect if the death is sudden to feel shock. We do not expect the shock to be obliterative, dislocating to both body and mind. We might expect that we will be prostrate, inconsolable, crazy with loss. We do not expect to be literally crazy, cool customers who believe that their husband is about to return and need his shoes. In the version of grief we imagine, the model will be "healing." A certain forward movement will prevail. The worst days will be the earliest days. We imagine that the moment to most severely test us will be the funeral, after which this hypothetical healing will take place. When we anticipate the funeral we wonder about failing to "get through it," rise to the occasion, exhibit the "strength" that invariably gets mentioned as the correct response to death. We anticipate needing to steel ourselves the for the moment: will I be able to greet people, will I be able to leave the scene, will I be able even to get dressed that day? We have no way of knowing that this will not be the issue. We have no way of knowing that the funeral itself will be anodyne, a kind of narcotic regression in which we are wrapped in the care of others and the gravity and meaning of the occasion. Nor can we know ahead of the fact (and here lies the heart of the difference between grief was we imagine it and grief as it is) the unending absence that follows, the void, the very opposite of meaning, the relentless succession of moments during which we will confront the experience of meaninglessness itself.

When you take care of your customers, they will reward you with increased business sales and increased profits in return.

O Divine Poesy, goddess, daughter of Zeus, sustain for me this song of the various-minded man who, after he had plundered the innermost citadel of hallowed Troy, was made to stay grievously about the coasts of men, the sport of their customs, good and bad, while his heart, through all the sea-faring, ached with an agony to redeem himself and bring his company safe home. Vain hope – for them. The fools! Their own witlessness cast them aside. To destroy for meat the oxen of the most exalted Sun, wherefore the Sun-god blotted out the day of their return. Make this tale live for us in all its many bearings, O Muse.” – from Homer’s Odyssey, translation by T.E. Lawrence (Lawrence of Arabia)

Let us return to 'no'. It has the charm of brevity.

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: . . .

We offer love to our customers. And in return, we receive the finest smiles. And even if we cannot return their affection, at least we can offer a rose.

Wise men have regarded the earth as a tragedy, a farce, even an illusionist's trick; but all, if they are truly wise, and not merely intellectual rapists, recognize that it is certainly some kind of stage in which we all play roles, most of us being very poorly coached and totally unrehearsed before the curtain rises. Is it too much if I ask, tentatively, that we agree to look upon it as a circus, a touring carnival wandering about the sun for a record season of four billion years and producing new monsters and miracles, hoaxes and bloody mishaps, wonders and blunders, but never quite entertaining the customers well enough to prevent them from leaving, one by one, and returning to their homes for a long and bored winter's sleep under the dust?

I trust that age doth not wither nor custom stale my infinite variety.

It boils down to this: you aren’t allowed to tell them what their problem is, and in return, they aren’t allowed to tell you what to build. They own the problem, you own the solution.

Coordination' occurred with astonishing speed, even in sectors of life not directly targeted by specific laws, as Germans willingly placed themselves under the sway of Nazi rule, a phenomenon that became known as Selbtsgleichschaltung, or 'self-coordination.' Change came to Germany so quickly and across such a wide front that German citizens who left the country for business or travel returned to find everything around them altered, as if they were characters in a horror movie who come back to find that people who once were their friends, clients, patients, and customers have become different in ways hard to discern.

Sniffer of carrion, premature gravedigger, seeker of the nest of evil in the bosom of a good word, you, who sleep at our vigil and fast for our feast, you with your dislocated reason, have cutely foretold, a jophet in your own absence, by blind poring upon your many scalds and burns and blisters, impetiginous sore and pustules, by the auspices of that raven cloud, your shade, and by the auguries of rooks in parlament, death with every disaster, the dynamatisation of colleagues, the reducing of records to ashes, the levelling of all customs by blazes, the return of a lot of sweetempered gunpowdered didst unto dudst but it never stphruck your mudhead's obtundity (O hell, here comes our funeral! O pest, I'll miss the post!) that the more carrots you chop, the more turnips you slit, the more murphies you peel, the more onions you cry over, the more bullbeef you butch, the more mutton you crackerhack, the more potherbs you pound, the fiercer the fire and the longer your spoon and the harder you gruel with more grease to your elbow the merrier fumes your new Irish stew.

O Divine Poesy, goddess, daughter of Zeus, sustain for me this song of the various-minded man who, after he had plundered the innermost citadel of hallowed Troy, was made to stay grievously about the coasts of men, the sport of their customs, good and bad, while his heart, through all the sea-faring, ached with an agony to redeem himself and bring his company safe home. Vain hope – for them. The fools! Their own witlessness cast them aside. To destroy for meat the oxen of the most exalted Sun, wherefore the Sun-god blotted out the day of their return. Make this tale live for us in all its many bearings, O Muse.

golden rules for career success 1 Specialize in a very small niche; develop a core skill 2 Choose a niche that you enjoy, where you can excel and stand a chance of becoming an acknowledged leader 3 Realize that knowledge is power 4 Identify your market and your core customers and serve them best 5 Identify where 20 percent of effort gives 80 percent of returns 6 Learn from the best 7 Become self-employed early in your career 8 Employ as many net value creators as possible 9 Use outside contractors for everything but your core skill 10 Exploit capital leverage

You could own the best hotel in the world located on the best beach in California, but if customers are treated like inconveniences and requests go unfulfilled, they won’t return.

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.

The Romans feared their dead. In fact, Roman funeral customs derived from a need to propitiate the sensibilities of the departed. The very word funus may be translated as dead body, funeral ceremony, or murder. There was a genuine concern that, if not treated appropriately, the spirits of the dead, or manes, would return to wreak revenge

Nobody deserves to go to the World Series more than the Chicago Cubs. But they can't go because that would spoil their custom of never going. It is an irreconcilable paradox.

Waiter: “Tea or coffee, gentlemen?” First customer: “I’ll have tea.” Second customer: “Me too—and be sure the glass is clean!” (WAITER EXITS, RETURNS) Waiter: “Two teas. Which one asked for the clean glass?

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.

All the six hundred and fifty-eight members in the Commons House of Parliament of the United Kingdom of Great Britain and Ireland; who are strong lovers no doubt, but of their country only, which makes all the difference; for in a passion of that kind (which is not always returned), it is the custom to use as many words as possible, and express nothing whatever.

...he was one of the great intellectuals of the 1940s who completed their higher studies in the West and returned to their country to apply what they had learned there—lock, stock, and barrel—within Egyptian academia. For people like them, “progress” and “the West” were virtually synonymous, with all that that entailed by way of positive and negative behavior. They all had the same reverence for the great Western values—democracy, freedom, justice, hard work, and equality. At the same time, they had the same ignorance of the nation’s heritage and contempt for its customs and traditions, which they considered shackles pulling us toward Backwardness from which it was our duty to free ourselves so that the Renaissance could be achieved.

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.

Dortmunder and the Major strolled away down the long corridor overlooking customs, with the duty-free shops on one side of the corridor and on the other side the railing where people can stand and look down at their returning relatives and visiting foreign friends being degraded.

The berth belongs to you too. It will always be there when—if you want to come back.” Inej could not speak. Her heart felt too full, a dry creek bed ill-prepared for such rain. “I don’t know what to say.” His bare hand flexed on the crow’s head of his cane. The sight was so strange Inej had trouble tearing her eyes from it. “Say you’ll return.” “I’m not done with Ketterdam.” She hadn’t known she meant it until she said the words. Kaz cast her a swift glance. “I thought you wanted to hunt slavers.” “I do. And I want your help.” Inej licked her lips, tasted the ocean on them. Her life had been a series of impossible moments, so why not ask for something impossible now? “It’s not just the slavers. It’s the procurers, the customers, the Barrel bosses, the politicians. It’s everyone who turns a blind eye to suffering when there’s money to be made.” “I’m a Barrel boss.” “You would never sell someone, Kaz. You know better than anyone that you’re not just one more boss scraping for the best margin.” “The bosses, the customers, the politicians,” he mused. “That could be half the people in Ketterdam—and you want to fight them all.” “Why not?” Inej asked. “One the seas and in the city. One by one.” “Brick by brick,” he said. Then he gave a single shake of his head, as if shrugging off the notion. “I wasn’t made to be a hero, Wraith. You should have learned that by now. You want me to be a better man, a good man. I—“ “This city doesn’t need a good man. It needs you.” “Inej—“ “How many times have you told me you’re a monster? So be a monster. Be the thing they all fear when they close their eyes at night. We don’t go after all the gangs. We don’t shut down the houses that treat fairly with their employees. We go after women like Tante Heleen, men like Pekka Rollins.” She paused. “And think about it this way…you’ll be thinning the competition.” He made a sound that might almost have been a laugh. One of his hands balanced on his cane. The other rested at his side next to her. She’d need only move the smallest amount and they’d be touching. He was that close. He was that far from reach. Cautiously, she let her knuckles brush against his, a slight weight, a bird’s feather. He stiffened, but he didn’t pull away. “I’m not ready to give up on this city, Kaz. I think it’s worth saving.” I think you’re worth saving. Once they’d stood on the deck of a ship and she’d waited just like this. He had not spoken then and he did not speak now. Inej felt him slipping away, dragged under, caught in an undertow that would take him farther and farther from shore. She understood suffering and knew it was a place she could not follow, not unless she wanted to drown too. Back on Black Veil, he’d told her they would fight their way out. Knives drawn, pistols blazing. Because that’s what we do. She would fight for him, but she could not heal him. She would not waste her life trying. She felt his knuckles slide again hers. Then his hand was in her hand, his palm pressed against her own. A tremor moved through him. Slowly, he let their fingers entwine.

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

The history of ideas, then, is the discipline of beginnings and ends, the description of obscure continuities and returns, the reconstitution of developments in the linear form of history. But it can also, by that very fact, describe, from one domain to another, the whole interplay of exchanges and intermediaries: it shows how scientific knowledge is diffused, gives rise to philosophical concepts, and takes form perhaps in literary works; it shows how problems, notions, themes may emigrate from the philosophical field where they were formulated to scientific or political discourses; it relates work with institutions, social customs or behaviour, techniques, and unrecorded needs and practices; it tries to revive the most elaborate forms of discourse in the concrete landscape, in the midst of the growth and development that witnessed their birth. It becomes therefore the discipline of interferences, the description of the concentric circles that surround works, underline them, relate them to one another, and insert them into whatever they are not.

(In the computer era we have returned to the custom of scrolling through texts, but we now scroll up and down, rather than right to left as the Romans did.)

In The Science of Getting Rich, W. D. Wattles wrote that we must always give more in service to our customers and to those around us than we are getting in return.

this is our time, our moment, and it just feels as though … we’re missing it. We’re just standing here, trapped by … customs, watching life go by.

67% of all shoppers intend to return home with the item they are shopping for, but that only 24% actually do so.

When financial wizardry and short-term returns trump prudence and long-term value creation, customers and employees suffer.

Some nights he sat up late on his front porch with a glass of Jack and listened to the trucks heading south on 220, carrying crates of live chickens to the slaughterhouses—always under cover of darkness, like a vast and shameful trafficking—chickens pumped full of hormones that left them too big to walk—and he thought how these same chickens might return from their destination as pieces of meat to the floodlit Bojangles’ up the hill from his house, and that meat would be drowned in the bubbling fryers by employees whose hatred of the job would leak into the cooked food, and that food would be served up and eaten by customers who would grow obese and end up in the hospital in Greensboro with diabetes or heart failure, a burden to the public, and later Dean would see them riding around the Mayodan Wal-Mart in electric carts because they were too heavy to walk the aisles of a Supercenter, just like hormone-fed chickens.

The retail industry has its own headache: it loses $16 billion a year to customers who buy clothes, wear them with the tags tucked in, and return these secondhand clothes for a full refund.

If you want a customer who will pay in gold, could there be a better customer than God, O my heart? He buys our dirty bag of goods, and in return gives us an inner light lent from His splendor.

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

Grief turns out to be a place none of us know until we reach it. We anticipate (we know) that someone close to us could die, but we do not look beyond the few days or weeks that immediately follow such an imagined death. We misconstrue the nature of even those few days or weeks. We might expect if the death is sudden to feel shock. We do not expect this shock to be obliterative, dislocating to both body and mind. We might expect that we will be prostrate, inconsolable, crazy with loss. We do not expect to be literally crazy, cool customers who believe that their husband is about to return and need his shoes. In the version of grief

Miss Wyndham, I know you’re not pleased with the shocking things you’ve discovered lately, and I know you’ll think even worse of me when I tell you of the things I did before we met. But everything I—” “Sir, you are a liar and a cheat!” a customer bellowed at the shiner behind us. Mr. Kent glanced over his shoulder and attempted to ignore the yells. “Everything I do is to—” “These shoes are still soiled! The mud is right there! Return my money, sir!” the customer yelled again. Mr. Kent bristled and spun around to the shoe shiner. “Sir, are you wrong in this matter?” “N-no,” the shoe shiner stammered. “I’m trying to be fair.” Mr. Kent turned to the customer. “Are you wrong?” “Yes, of course I am,” he said, his face flushing. “Then avoid stepping in the mud, shut up, and be on your way! I am trying to convince a girl to love me!

If you’re not trusted to work remotely, why are you trusted to do anything at all? If you’re held in such low regard, why are you able to talk to customers, write copy for an ad, design the next product, assess insurance claims, or do tax returns?

Who is he that shall control me? Why may I not speak and write and think with entire freedom? What am I to the universe, or, the universe, what is it to me? Who hath forged the chains of wrong and right, of Opinion and Custom? And must I wear them? I say to the universe, Mighty One! thou art not my mother. Return to chaos if thou wilt. I shall still exist. I live. If I owe my being, it is to a destiny greater than thine. Star by star, world by world, system by system shall be crushed,-but I shall live.

When an Indian Child has been brought up among us, taught our language and habituated to our Customs, yet if he goes to see his relations and make one Indian Ramble with them there is no persuading him ever to return, and that this is not natural merely as Indians, but as men, is plain from this, that when white persons of either sex have been taken prisoner young by the Indians, and lived awhile among them, tho’ ransomed by their Friends, and treated with all imaginable tenderness to prevail with them to stay among the English, yet in a Short time they become disgusted with our manner of life, and the care and pains that are necessary to support it, and take the first opportunity of escaping again into the Woods, from whence there is no reclaiming them. One instance I remember to have heard, where the person was to be brought home to possess a good Estate; but finding some care necessary to keep it together, he relinquished it to a younger brother, reserving to himself nothing but a gun and match-Coat, with which he took his way again to the Wilderness.30

Grief turns out to be a place none of us know until we reach it...We might expect that we will be prostrate, inconsolable, crazy with loss. We do not expect to be literally crazy, cool customers who believe that their husband is about to return and need his shoes. In the version of grief we imagine, the model will be 'healing.' A Certain forward movement will prevail. The worst days will be the earliest days. We imagine that the moment to most severely test us will be the funeral, after which this hypothetical healing will take place. When we anticipate the funeral we wonder about failing to 'get through it,' rise to the occasion, exhibit the 'strength' that invariably gets mentioned as the correct response to death. We anticipate needing to steel ourselves for the moment: will I be able to greet people, will I be able to leave the scene, will I be able even to get dressed that day? We have no way of knowing that this will not be the issue. We have no way of knowing that the funeral itself will be anodyne, a kind of narcotic regression in which we are wrapped in the care of others and the gravity and meaning of the occasion. Nor can we know ahead of the fact the unending absence that follows, the void, the very opposite of meaning, the relentless succession of moments during which we will confront the experience of meaninglessness itself.

I’ve come to recognize this as something of a local custom—to express enthusiasm and agreement without real interest. A kind of polite but unyielding distance that saturates so many interactions. But now, their raised eyebrows and tight-lipped smiles fill me with a new sadness, clarifying where I stand in their eyes. Theirs isn’t the gaze of a mentor upon a student but a fixed asymmetry. They look at me as though I am a child whom they can tolerate at the table as long as I know my place. For years, I’ve sensed this violent but hidden truth—that beyond the welcome smiles of this country lies a vast and impenetrable wall: a national self-regard that insists on a mythic goodness. This is a nation that gives and gives to the less fortunate and asks nothing in return. Nothing, that is, but our grateful acquiescence to their silent expectations.

Re­turning sea captains also brought back exotic produce such as pine­apples. It became a custom to place a pineapple on the front gate or door to alert visitors of the captain's return. From this practice, the pineapple came to be a symbol of hospitality, a tradition that survives today.

But to return to my own case, I thought more modestly of my book and it would be inaccurate even to say that I thought of those who would read it as “my” readers. For it seemed to me that they would not be “my” readers but the readers of their own selves, my book being merely a sort of magnifying glass like those which the optician at Combray used to offer his customers—it would be my book, but with its help I would furnish them with the means of reading what lay inside themselves. So that I should not ask them to praise me or to censure me, but simply to tell me whether “it really is like that,” I should ask them whether the words that they read within themselves are the same as those which I have written (though a discrepancy in this respect need not always be the consequence of an error on my part, since the explanation could also be that the reader had eyes for which my book was not a suitable instrument).

1. Project What is the project? Why is it unique? Why is the business needed? Why will customers love your product? 2. Partners Who are you? Who are the partners? What are your educational backgrounds? How much experience do you all have? How are you and your partners qualified to make the project a success? 3. Financing What is the total cost of the project? How much debt and how much equity is there? Are partners investing their own money? What is the investor’s return and reward for their risk? What are the tax consequences? Who is your CFO or accounting firm? Who is responsible for investor communications? What is the investor’s exit? 4. Management Who is running your company? What is their experience? What is their track record? Have they ever failed? How does their experience relate to your industry? Do you believe this is the strongest management team you can assemble? Can you pitch them with confidence?

How much more satisfying had we been placed in a garden custom-made for us, its other occupants put there for us to use as we saw fit. There is a celebrated story in the Western tradition like this, except that not quite everything was there for us. There was one particular tree of which we were not to partake, a tree of knowledge. Knowledge and understanding and wisdom were forbidden to us in this story. We were to be kept ignorant. But we couldn’t help ourselves. We were starving for knowledge—created hungry, you might say. This was the origin of all our troubles. In particular, it is why we no longer live in a garden: We found out too much. So long as we were incurious and obedient, I imagine, we could console ourselves with our importance and centrality, and tell ourselves that we were the reason the Universe was made. As we began to indulge our curiosity, though, to explore, to learn how the Universe really is, we expelled ourselves from Eden. Angels with a flaming sword were set as sentries at the gates of Paradise to bar our return. The gardeners became exiles and wanderers. Occasionally we mourn that lost world, but that, it seems to me, is maudlin and sentimental. We could not happily have remained ignorant forever.

I had ceased to be a writer of tolerably poor tales and essays, and had become a tolerably good Surveyor of the Customs. That was all. But, nevertheless, it is any thing but agreeable to be haunted by a suspicion that one's intellect is dwindling away; or exhaling, without your consciousness, like ether out of a phial; so that, at every glance, you find a smaller and less volatile residuum. Of the fact, there could be no doubt; and, examining myself and others, I was led to conclusions in reference to the effect of public office on the character, not very favorable to the mode of life in question. In some other form, perhaps, I may hereafter develop these effects. Suffice it here to say, that a Custom-House officer, of long continuance, can hardly be a very praiseworthy or respectable personage, for many reasons; one of them, the tenure by which he holds his situation, and another, the very nature of his business, which—though, I trust, an honest one—is of such a sort that he does not share in the united effort of mankind. An effect—which I believe to be observable, more or less, in every individual who has occupied the position—is, that, while he leans on the mighty arm of the Republic, his own proper strength departs from him. He loses, in an extent proportioned to the weakness or force of his original nature, the capability of self-support. If he possess an unusual share of native energy, or the enervating magic of place do not operate too long upon him, his forfeited powers may be redeemable. The ejected officer—fortunate in the unkindly shove that sends him forth betimes, to struggle amid a struggling world—may return to himself, and become all that he has ever been. But this seldom happens. He usually keeps his ground just long enough for his own ruin, and is then thrust out, with sinews all unstrung, to totter along the difficult footpath of life as he best may. Conscious of his own infirmity,—that his tempered steel and elasticity are lost,—he for ever afterwards looks wistfully about him in quest of support external to himself. His pervading and continual hope—a hallucination, which, in the face of all discouragement, and making light of impossibilities, haunts him while he lives, and, I fancy, like the convulsive throes of the cholera, torments him for a brief space after death—is, that, finally, and in no long time, by some happy coincidence of circumstances, he shall be restored to office. This faith, more than any thing else, steals the pith and availability out of whatever enterprise he may dream of undertaking. Why should he toil and moil, and be at so much trouble to pick himself up out of the mud, when, in a little while hence, the strong arm of his Uncle will raise and support him? Why should he work for his living here, or go to dig gold in California, when he is so soon to be made happy, at monthly intervals, with a little pile of glittering coin out of his Uncle's pocket? It is sadly curious to observe how slight a taste of office suffices to infect a poor fellow with this singular disease. Uncle Sam's gold—meaning no disrespect to the worthy old gentleman—has, in this respect, a quality of enchantment like that of the Devil's wages. Whoever touches it should look well to himself, or he may find the bargain to go hard against him, involving, if not his soul, yet many of its better attributes; its sturdy force, its courage and constancy, its truth, its self-reliance, and all that gives the emphasis to manly character.

The man behind the counter seemed to have stopped listening to him. He slid a room key across the fake-wood-grain counter and returned to his scribbled lorem ipsums. Neethan could have gone on for hours with this guy, chatting him up about music made by mentally handicapped people and the myriad challenges of international aid organizations, but this was a person programmed to hand out room keys and swipe credit cards and engage in only the amount of conversation needed to keep such transactions rolling along smoothly. If that meant asking about a guest's gigantic celestial head, then that's just what good customer service was all about.

Although, to restless and ardent minds, morning may be the fitting season for exertion and activity, it is not always at that time that hope is strongest or the spirit most sanguine and buoyant. In trying and doubtful positions, youth, custom, a steady contemplation of the difficulties which surround us, and a familiarity with them, imperceptibly diminish our apprehensions and beget comparative indifference, if not a vague and reckless confidence in some relief, the means or nature of which we care not to foresee. But when we come, fresh, upon such things in the morning, with that dark and silent gap between us and yesterday; with every link in the brittle chain of hope, to rivet afresh; our hot enthusiasm subdued, and cool calm reason substituted in its stead; doubt and misgiving revive. As the traveller sees farthest by day, and becomes aware of rugged mountains and trackless plains which the friendly darkness had shrouded from his sight and mind together, so, the wayfarer in the toilsome path of human life sees, with each returning sun, some new obstacle to surmount, some new height to be attained. Distances stretch out before him which, last night, were scarcely taken into account, and the light which gilds all nature with its cheerful beams, seems but to shine upon the weary obstacles that yet lie strewn between him and the grave.

The Content Marketing Institute has derived a pithy one-sentence definition of this emerging field:5 “Content marketing is a marketing technique of creating and distributing relevant and valuable content to attract, acquire, and engage a clearly defined and understood target audience—with the objective of driving profitable customer action.

The bottom line is that you shouldn’t hire people you don’t trust, or work for bosses who don’t trust you. If you’re not trusted to work remotely, why are you trusted to do anything at all? If you’re held in such low regard, why are you able to talk to customers, write copy for an ad, design the next product, assess insurance claims, or do tax returns?

I am not in the habit', said Don Quixote, 'of despoiling those whom I vanquish, nor is it a custom of chivalry to take their horses and leave them on foot, unless the victor has lost his own horse in the fray, in which case it is legitimate to take the defeated knight's horse, as a prize won in lawful war. And so, Sancho, leave that horse, or donkey, or whatever you want to call it, for as soon as its master sees that we have gone he will return for it.' God knows I'd love to take it', replied Sancho, 'or at least swap it for mine, because I don't think mine's such a good one. These laws of chivalry are really strict, if they won't even stretch to letting you swap one donkey for another - could you please tell me if I can at least swap the tackle?' I am not very clear about that', replied Don Quixote, 'and as it is a doubtful case, I should say that until I am better informed you can swap it, if your need is very great.' It's so great', said Sancho, 'that if I'd wanted the tackle to wear it myself I couldn't have needed it more.' And, now that he'd been granted official permission, he performed his mutatio capparum and refurbished his donkey.

Why does Joe Normie think it’s a litmus test for morality if one returns one’s shopping cart? Big-box stores put out of business local retailers, they automated their systems to reduce employees, and they got customers to be their own cashiers without getting paid for their labor, and yet to prove I’m a good person, I’m supposed to do more unpaid work for them to streamline their operation?

By “good profit,” I don’t mean high margins or high return on capital, or lots of profit by just any means. What I consider to be good profit comes from Principled Entrepreneurship™—creating superior value for our customers while consuming fewer resources and always acting lawfully and with integrity. Good profit comes from making a contribution in society—not from corporate welfare or other ways of taking advantage of people.

The shareholders who own the businesses in this book have other, nonfinancial priorities in addition to their financial objectives. Not that they don’t want to earn a good return on their investment, but it’s not their only goal, or even necessarily their paramount goal. They’re also interested in being great at what they do, creating a great place to work, providing great service to customers, having great relationships with their suppliers, making great contributions to the communities they live and work in, and finding great ways to lead their lives. They’ve learned, moreover, that to excel in all those things, they have to keep ownership and control inside the company and, in many cases, place significant limits on how much and how fast they grow. The wealth they’ve created, though substantial, has been a byproduct of success in these other areas. I call them small giants.

The cause of the exhaustion of the soil, is sought in the customs and habits of the townspeople, ie. in the construction of water closets, which do not admit of a collection and preservation of the liquid and solid excrement. They do not return in Britain to the fields, but are carried by the rivers into the sea. The equilibrium in the fertility of the soil is destroyed by this incessant removal of phosphates and can only be restored by an equivalent supply.

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.

Fortunately, new platforms and technology have made homeschooling manageable on many fronts. Parents can do everything from accessing first-rate courses online to finding support from other parents in the same situation. The best part is that they can completely tailor the experience to the learning style and interest of their children and give them the attention that they would never get in the classroom. The results are striking. Twenty-five percent of homeschooled children are at least one grade ahead of their traditionally schooled peers. The homeschooled population, as a whole, scores exceptionally higher on academic achievement tests.5 This shift is perhaps the best glimpse of the future of education—mass customization alongside personalized attention. Like banking, it will return to a human-scale model based on relationships and personal needs, and it will be where much of the disruption in the economy and labor market occurs in the next few decades.

Tattooing is more than a job, more than a hobby. It is an intimate, emotional, and powerful thing to be marking someone for life. I am giving over a part of myself forever. In return, I am fully in control of my world and everything around me, if only for that small gap in time. When a piece is carefully thought out and has meaning to my customer, it has double the value to me. I am tied to the art in blood and ink, a part of my soul to be admired by countless others or hidden to be savored only by the wearer.

An economic franchise arises from a product or service that: (1) is needed or desired; (2) is thought by its customers to have no close substitute and; (3) is not subject to price regulation. The existence of all three conditions will be demonstrated by a company’s ability to regularly price its product or service aggressively and thereby to earn high rates of return on capital. Moreover, franchises can tolerate mismanagement. Inept managers may diminish a franchise’s profitability, but they cannot inflict mortal damage.

cannot give an honest traveler a bed for the night? For what other purpose was it built? And how do you live, if you have no custom?” “We have custom,” returned the woman sullenly. “I’ve told you that. There’s men come in from the farms and outlying places. There are farms and cottages scattered over these moors for miles around, and folk come from there. There are evenings when the bar is full of them.” “The driver on the coach yesterday told me respectable people did not come to Jamaica anymore. He said they were afraid.

A sustainable firm provides employees and customers with an inspiring vision to make the world a better place; efficiently delivers value to its customers, consistent with the firm’s vision, thereby earning economic returns, over the long term, that at least equal the cost of capital; builds long-term, win–win relationships with all its stakeholders; and applies creative systems thinking to the design, manufacturing, delivery, and recycling of its products, including their supply chains, so as to reduce waste and harm to the environment. The

We anticipate (we know) that someone close to us could die, but we do not look beyond the few days or weeks that immediately follow such an imagined death. We misconstrue the nature of even those few days or weeks. We might expect if the death is sudden to feel shock. We do not expect this shock to be obliterative, dislocating to both body and mind. We might expect that we will be prostrate, inconsolable, crazy with loss. We do not expect to be literally crazy, cool customers who believe that their husband is about to return and need his shoes.

So far as Louis XVI. was concerned, I said `no.' I did not think that I had the right to kill a man; but I felt it my duty to exterminate evil. I voted the end of the tyrant, that is to say, the end of prostitution for woman, the end of slavery for man, the end of night for the child. In voting for the Republic, I voted for that. I voted for fraternity, concord, the dawn. I have aided in the overthrow of prejudices and errors. The crumbling away of prejudices and errors causes light. We have caused the fall of the old world, and the old world, that vase of miseries, has become, through its upsetting upon the human race, an urn of joy." "Mixed joy," said the Bishop. "You may say troubled joy, and to-day, after that fatal return of the past, which is called 1814, joy which has disappeared! Alas! The work was incomplete, I admit: we demolished the ancient regime in deeds; we were not able to suppress it entirely in ideas. To destroy abuses is not sufficient; customs must be modified. The mill is there no longer; the wind is still there." "You have demolished. It may be of use to demolish, but I distrust a demolition complicated with wrath." "Right has its wrath, Bishop; and the wrath of right is an element of progress. In any case, and in spite of whatever may be said, the French Revolution is the most important step of the human race since the advent of Christ. Incomplete, it may be, but sublime. It set free all the unknown social quantities; it softened spirits, it calmed, appeased, enlightened; it caused the waves of civilization to flow over the earth. It was a good thing. The French Revolution is the consecration of humanity.

So the question is, what can I do to motivate you, Polly?” She eyes me salaciously and I drop my gaze, unable to return the intensity. Gently, she uses one finger to lift my chin and make my eyes meet her own. They are a vivid blue and alive with desire for me. The air around us is charged and the tension is palpable. My soaking pussy is a testament to how much I already want her… “Well?” she asks, breaking my train of thought. I gaze at her face; just a few inches from mine. “I – I’ve never done this before…” “Done what Polly?” Rachel chides, removing her finger. I miss the contact immediately and am rueful to have upset her. She raises one eyebrow at me. “Thought about what motivates you?” she asks, sardonically. “I’ve never been like this… with a woman, I mean…” She rises from the sofa in one fluid movement and stands above me. “Kneel Polly.” Surprised by the order, I blink at her before I respond. “Excuse me?” Rachel smiles at me. “Get. On. Your. Knees,” she says, articulating each word, and pointing to the floor in front of her. “I am going to find a way to motivate you.

It starts with what customers first see when they visit our Web site. In the United States, we offer free shipping both ways to make the transaction as easy as possible and risk-free for our customers. A lot of customers will order five different pairs of shoes, try them on with five different outfits in the comfort of their living rooms, and then send back the ones that don’t fit or they simply don’t like—free of charge. The additional shipping costs are expensive for us, but we really view those costs as a marketing expense. We also offer a 365-day return policy for people who have trouble committing or making up their minds. At most Web sites, the contact information is usually buried at least five links deep and even when you find it, it’s a form or e-mail address that you can only contact once. We take the exact opposite approach. We put our phone number (1-800-927-7671) at the top of every single page of our Web site, because we actually want to talk to our customers. And we staff our call center 24/7. I personally think it’s kind of funny when I attend marketing or branding conferences and

Orsk was the all-American furniture superstore in Scandinavian drag, offering well-designed lifestyles at below-Ikea prices, and its forward-thinking slogan promised “a better life for the everyone.” Especially for Orsk shareholders, who trekked to company headquarters in Milwaukee, Wisconsin, every year to hear how their chain of Ikea knockoff stores was earning big returns. Orsk promised customers “the everything they needed” in the every phase of their lives, from Balsak cradles to Gutevol rocking chairs. The only thing it didn’t offer was coffins. Yet.

It may seem marvellous that, with the world before her—kept by no restrictive clause of her condemnation within the limits of the Puritan settlement, so remote and so obscure—free to return to her birth-place, or to any other European land, and there hide her character and identity under a new exterior, as completely as if emerging into another state of being—and having also the passes of the dark, inscrutable forest open to her, where the wildness of her nature might assimilate itself with a people whose customs and life were alien from the law that had condemned her—it may seem marvellous that this woman should still call that place her home, where, and where only, she must needs be the type of shame. But there is a fatality, a feeling so irresistible and inevitable that it has the force of doom, which almost invariably compels human beings to linger around and haunt, ghost-like, the spot where some great and marked event has given the colour to their lifetime; and, still the more irresistibly, the darker the tinge that saddens it. Her sin, her ignominy, were the roots which she had struck into the soil. It

Let me repeat once more that great quote by Don Juan in Carlos Castaneda’s A Separate Peace: “The difference between a warrior and an ordinary man is that a warrior sees everything as a challenge, while an ordinary man sees everything as either a blessing or a curse.” So before you start your business, or before you return to it tomorrow, ask yourself the following questions: • What do I wish my life to look like? • How do I wish my life to be on a day-to-day basis? • What would I like to be able to say I truly know in my life, about my life? • How would I like to be with other people in my life—my family, my friends, my business associates, my customers, my employees, my community? • How would I like people to think about me? • What would I like to be doing two years from now? Ten years from now? Twenty years from now? When my life comes to a close? • What specifically would I like to learn during my life—spiritually, physically, financially, technically, intellectually? About relationships? • How much money will I need to do the things I wish to do? By when will I need it? These are just a few of the questions you might ask yourself in the creation of your Primary Aim.

The practice of “tolerance,” in the sense of allowing people to dissent, did not of course exist in any part of Christian Europe in the 1500s. It came into being only centuries later, when some states conceded legal rights to religious minorities. But frontier societies having contact with other cultures, as in the Mediterranean and in Eastern Europe, were in a special category. Spain, like them, was a plural (and therefore in some sense forbearing) society long before toleration became a philosophical issue. The same was true of Transylvania and Poland. “There is nothing new about diversity of religion in Poland,” a Polish Lutheran stated in 1592. “In addition to the Greek Christians among us, pagans and Jews have been known for a long time, and faiths other than Roman Catholic have existed for centuries.”46 It was therefore commonplace, within that plural context, to have toleration without a theory of toleration, because there were legal guarantees for each faith.47 The protection given to the aljamas by Christian lords was by nature contractual: in return for protection, the Muslims and Jews paid taxes. Because there was no unitary political authority in Spain, the nobles felt free to allow their Muslims to observe their own cultural customs long after the Spanish crown had officially abolished the legal existence of Islam (in 1500 in Castile, in 1526 in the crown of Aragon). The development can be seen as inherent in the nature of pre-modern political systems in Europe. Before the advent of the modern (“nation”) state, small autonomous cultural groups could exist without being subjected to persecution, thanks to the protection of local authorities. The coming of the centralizing state, in post-Reformation Europe, removed that protection and aggravated intolerance.

Coordination” occurred with astonishing speed, even in sectors of life not directly targeted by specific laws, as Germans willingly placed themselves under the sway of Nazi rule, a phenomenon that became known as Selbstgleichschaltung, or “self-coordination.” Change came to Germany so quickly and across such a wide front that German citizens who left the country for business or travel returned to find everything around them altered, as if they were characters in a horror movie who come back to find that people who once were their friends, clients, patients, and customers have become different in ways hard to discern.

Another roadblock to opting for an insurance cover amongst the customers is that in case they do not claim, they get nothing back in return to the premium they invested. Hence they consider insurance to be a dead investment. They need to be educated that insurance is more like a social cause. Insurance by its very principles is collection of money by many to pay to a few, in their times of distress. Rather than considering it to be a passive investment, it should be treated as an active social participation where you are securing yourself as well as helping others in their direst times of need. Then it has a higher meaning and everyone feels good to be a part of it.

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.

Your Eve was wise, John. She knew that Paradise would make her mad, if she were to live forever with Adam and know no other thing but strawberries and tigers and rivers of milk. She knew they would tire of these things, and each other. They would grow to hate every fruit, every stone, every creature they touched. Yet where could they go to find any new thing? It takes strength to live in Paradise and not collapse under the weight of it. It is every day a trial. And so Eve gave her lover the gift of time, time to the timeless, so that they could grasp at happiness. ... And this is what Queen Abir gave to us, her apple in the garden, her wisdom--without which we might all have leapt into the Rimal in a century. The rite bears her name still. For she knew the alchemy of demarcation far better than any clock, and decreed that every third century husbands and wives should separate, customs should shift and parchmenters become architects, architects farmers of geese and monkeys, Kings should become fishermen, and fishermen become players of scenes. Mothers and fathers should leave their children and go forth to get other sons and daughters, or to get none if that was their wish. On the roads of Pentexore folk might meet who were once famous lovers, or a mother and child of uncommon devotion--and they would laugh, and remember, but call each other by new names, and begin again as friends, or sisters, or lovers, or enemies. And some time hence all things would be tossed up into the air once more and land in some other pattern. If not for this, how fastened, how frozen we would be, bound to one self, forever a mother, forever a child. We anticipate this refurbishing of the world like children at a holiday. We never know what we will be, who we will love in our new, brave life, how deeply we will wish and yearn and hope for who knows what impossible thing! Well, we anticipate it. There is fear too, and grief. There is shaking, and a worry deep in the bone. Only the Oinokha remains herself for all time--that is her sacrifice for us. There is sadness in all this, of course--and poets with long elegant noses have sung ballads full of tears that break at one blow the hearts of a flock of passing crows! But even the most ardent lover or doting father has only two hundred years to wait until he may try again at the wheel of the world, and perhaps the wheel will return his wife or his son to him. Perhaps not. Wheels, and worlds, are cruel. Time to the timeless, apples to those who live without hunger. There is nothing so sweet and so bitter, nothing so fine and so sharp.

Brian Doyle about the Irish custom of “taking to the bed.” He says “In Irish culture, taking to the bed with a gray heart is not considered especially odd. People did and do it for understandable reasons—ill health, or the black dog, or, most horrifyingly, to die during An Gorta Mor, the great hunger, when whole families took to their beds to slowly starve…And in our time: I know a woman who took to her bed for a week after September eleventh, and people who have taken to their beds for days on end to recover from shattered love affairs, the death of a child, a physical injury that heals far faster than the psychic wound gaping under it. I’ve done it myself twice, once as a youth and once as a man, to think through a troubled time in my marriage. Something about the rectangularity of the bed, perhaps, or supinity, or silence, or timelessness; for when you are in bed but not asleep there is no time, as lovers and insomniacs know. Yet, anxious, heartsick, we take to the bed, saddled by despair and dissonance and disease, riddled by muddledness and madness, rattled by malaise and misadventure, and in the ancient culture of my forbears this was not so unusual….For from the bed we came and to it we shall return, and our nightly voyages there are nutritious and restorative, and we have taken to our beds for a thousand other reasons, loved and argued and eater and seethed there, and sang and sobbed and suckled, and burned with fevers and visions and lust, and huddled and howled and curled and prayed. As children we all, every one of us, pretended the bed was a boat; so now, when we are so patently and persistently and daily at sea, why not seek a ship? p. 119-20 Brian Doyle in The Wet Engine: Exploring the Mad Wild Miracle of the Heart, p. 90-91

Grief turns out to be a place none of us know until we reach it. We anticipate (we know) that someone close to us could die, but we do not look beyond the few days or weeks that immediately follow such an imagined death. We misconstrue the nature of even those few days or weeks. We might expect if the death is sudden to feel shock. We do not expect this shock to be obliterative, dislocating to both body and mind. We might expect that we will be prostrate, inconsolable, crazy with loss. We do not expect to be literally crazy, cool customers who believe that their husband is about to return and need his shoes. In the version of grief we imagine, the model will be “healing.” A certain forward movement will prevail. The worst days will be the earliest days. We imagine that the moment to most severely test us will be the funeral, after which this hypothetical healing will take place. When we anticipate the funeral we wonder about failing to “get through it,” rise to the occasion, exhibit the “strength” that invariably gets mentioned as the correct response to death. We anticipate needing to steel ourselves for the moment: will I be able to greet people, will I be able to leave the scene, will I be able even to get dressed that day? We have no way of knowing that this will not be the issue. We have no way of knowing that the funeral itself will be anodyne, a kind of narcotic regression in which we are wrapped in the care of others and the gravity and meaning of the occasion. Nor can we know ahead of the fact (and here lies the heart of the difference between grief as we imagine it and grief as it is) the unending absence that follows, the void, the very opposite of meaning, the relentless succession of moments during which we will confront the experience of meaninglessness itself.           A

A string of ones and zeroes was not a difficult thing for Bill Gates to distribute, once he’d thought of the idea. The hard part was selling it—reassuring customers that they were actually getting something in return for their money. Anyone who has ever bought a piece of software in a store has had the curiously deflating experience of taking the bright shrink-wrapped box home, tearing it open, finding that it’s ninety-five percent air, throwing away all the little cards, party favors, and bits of trash, and loading the disk into the computer. The end result (after you’ve lost the disk) is nothing except some images on a computer screen, and some capabilities that weren’t there before. Sometimes you don’t even have that—you have a string of error messages instead. But your money is definitely gone. Now we are almost accustomed to this, but twenty years ago it was a very dicey business proposition.

We believe that a fundamental measure of our success will be the shareholder value we create over the long term. This value will be a direct result of our ability to extend and solidify our current market leadership position. The stronger our market leadership, the more powerful our economic model. Market leadership can translate directly to higher revenue, higher profitability, greater capital velocity, and correspondingly stronger returns on invested capital. Our decisions have consistently reflected this focus. We first measure ourselves in terms of the metrics most indicative of our market leadership: customer and revenue growth, the degree to which our customers continue to purchase from us on a repeat basis, and the strength of our brand. We have invested and will continue to invest aggressively to expand and leverage our customer base, brand, and infrastructure as we move to establish an enduring franchise.

A large brand will typically spend between 10 and 20 percent of their media buy on creative,” DeJulio explains. “So if they have a $500 million media budget, there’s somewhere between $50 to $100 million going toward creating content. For that money they’ll get seven to ten pieces of content, but not right away. If you’re going to spend $1 million on one piece of content, it’s going to take a long time—six months, nine months, a year—to fully develop. With this budget and timeline, brands have no margin to take chances creatively.” By contrast, the Tongal process: If a brand wants to crowdsource a commercial, the first step is to put up a purse—anywhere from $50,000 to $200,000. Then, Tongal breaks the project into three phases: ideation, production, and distribution, allowing creatives with different specialties (writing, directing, animating, acting, social media promotion, and so on) to focus on what they do best. In the first competition—the ideation phase—a client creates a brief describing its objective. Tongal members read the brief and submit their best ideas in 500 characters (about three tweets). Customers then pick a small number of ideas they like and pay a small portion of the purse to these winners. Next up is production, where directors select one of the winning concepts and submit their take. Another round of winners are selected and these folks are given the time and money to crank out their vision. But this phase is not just limited to these few winning directors. Tongal also allows anyone to submit a wild card video. Finally, sponsors select their favorite video (or videos), the winning directors get paid, and the winning videos get released to the world. Compared to the seven to ten pieces of content the traditional process produces, Tongal competitions generate an average of 422 concepts in the idea phase, followed by an average of 20 to 100 finished video pieces in the video production phase. That is a huge return for the invested dollars and time.

The chef stepped out of the kitchen for a chat with Aomame and noted that the wine would be on the house. “Sorry, it’s already been uncorked, and one tasting’s worth is gone. A customer complained about the taste yesterday and we gave him a new bottle, but in fact there is absolutely nothing wrong with this wine. The man is a famous politician who likes to think he’s a wine connoisseur, but he doesn’t know a damn thing about wine. He did it to show off. ‘I’m afraid this might have a slight edge,’ he says. We had to humor him. ‘Oh, yes, you may be right about that, sir. I’m sure the importer’s warehouse is at fault. I’ll bring another bottle right away. But bravo, sir! I don’t think another person in the country could have caught this!’ That was the best way to make everybody happy, as you can imagine. Now, I can’t say this too loudly, but we had to inflate the bill a little to cover our loss. He was on an expense account, after all. In any case, there’s no way a restaurant with our reputation could serve a returned bottle.

The only path McAuliffe saw to hard-money parity ran through cycles of prospecting new donors, in the mail and online. To accomplish that on the scale he believed crucial, Democrats needed the list of 100 million new names, sortable by party registration or voting behavior, that would fill a national voter file. McAuliffe proposed a deal to the state chairs, that the DNC would effectively borrow their files, help clean them up, add new data like donor information and commercially available phone numbers, and then return them for the state party’s use. At the same time, McAuliffe went to Vinod Gupta, a major Democratic fund-raiser and Clinton friend who was the founder and CEO of InfoUSA, one of the country’s large commercial data vendors. Like many of his rivals, Gupta had been trying for years to find customers in the political world, and offered McAuliffe a good deal for his product. McAuliffe agreed, and as the state files came in, the DNC would send them out to InfoUSA’s Omaha servers, where hundreds of pieces of new information were added to each voter’s profile. A new interface was built to navigate it all. It was called Demzilla.

Although Mollie’s disappearance created a stir in the Digbys’ neighborhood, it did not immediately warrant unusual notice in New Orleans as a whole. Hundreds of children went missing in the city every year. Most were later found and returned to their parents. In a metropolis plagued by crime and violence, moreover, Mollie’s disappearance was just one of many unsavory events that day. On that same Thursday, a boy stabbed his friend in the head in a dispute over a ball game. A jewel thief robbed a posh Garden District home. Two toughs fought a gory knife battle on St. Claude Avenue. A drowned child was found floating in the Mississippi River. A prostitute in the Tremé neighborhood stole $30 from a customer. Someone poisoned two family dogs. And two women in a saloon bloodied one another with broken ale bottles as they fought over a lover. Because crime was so common, most incidents received little attention. If a crime occurred in a poor district, on the docks, or in one of the infamous concert saloons, or if its victim was an immigrant or black person, it seldom warranted more than a sentence or two in the “City Intelligence” columns of the dailies. 5

Once, on the road, Prim met a meditating sage who had spent most of his life on top of a flat rock. They had black bread and shared some ajash, as was custom. The sage was thankful, as the road was not very frequently traveled in those days and he was very near the point of starvation. During his conversation, he was delighted to learn of Prim’s extensive mastery of Empty Palms and the fifty five earthly purities. Delighted, and as payment for his meal, he taught Prim the meaning of watchfulness. This was the old breathing and cold-atum technique often used by warrior monks in those days. It ran through the following methodology: Build a tower, and make it impregnable. Make every stone so tightly sealed that no insect can squeeze through, no grain of sand can make it inside. Your tower must have no windows or doors. It must not accept passage by friend or foe. No weapon, no act of violence, and not one mote of love may penetrate its stony interior. “Why build the tower this way?” said Prim? “It will make you invincible,” said the sage, “This is the way of Ya-at slave monks. Their skin is like iron, and so are their hearts. They are inured to death and fear. Grief shall never find them, and neither shall weakness.” Prim thought a moment, and came upon a realization, for she was wise, obedient, and an excellent daughter. “If a man built a tower this way, he would quickly starve, no matter how strong he became.” The sage was even more delighted. “Yes,” he said, “There is a better way, and I will teach it to you: Once you have built your tower, you must deconstruct it, brick by brick, stone by stone. You must do it meticulously and carefully, so that while you leave no physical trace of it remaining, your tower is still built in your mind and your heart, ready to spring anew at a moment’s notice. You can enjoy the fresh air, and eat fine meals, and enjoy a good drink with your friends, but all the while your tower remains standing. You are both prisoner and warden. This is the hardest way, but the strongest.” Prim saw the wisdom in this, and quickly made to return to the road, but the sage stopped her before she left. “As you to your earlier remark,” the sage said, “The man who builds his tower but cannot take it apart again – that man is at the pinnacle of his strength. But that man will surely perish.” – Prim Masters the Road

As I became older, I was given many masks to wear. I could be a laborer laying railroad tracks across the continent, with long hair in a queue to be pulled by pranksters; a gardener trimming the shrubs while secretly planting a bomb; a saboteur before the day of infamy at Pearl Harbor, signaling the Imperial Fleet; a kamikaze pilot donning his headband somberly, screaming 'Banzai' on my way to my death; a peasant with a broad-brimmed straw hat in a rice paddy on the other side of the world, stooped over to toil in the water; an obedient servant in the parlor, a houseboy too dignified for my own good; a washerman in the basement laundry, removing stains using an ancient secret; a tyrant intent on imposing my despotism on the democratic world, opposed by the free and the brave; a party cadre alongside many others, all of us clad in coordinated Mao jackets; a sniper camouflaged in the trees of the jungle, training my gunsights on G.I. Joe; a child running with a body burning from napalm, captured in an unforgettable photo; an enemy shot in the head or slaughtered by the villageful; one of the grooms in a mass wedding of couples, having met my mate the day before through our cult leader; an orphan in the last airlift out of a collapsed capital, ready to be adopted into the good life; a black belt martial artist breaking cinderblocks with his head, in an advertisement for Ginsu brand knives with the slogan 'but wait--there's more' as the commercial segued to show another free gift; a chef serving up dog stew, a trick on the unsuspecting diner; a bad driver swerving into the next lane, exactly as could be expected; a horny exchange student here for a year, eager to date the blonde cheerleader; a tourist visiting, clicking away with his camera, posing my family in front of the monuments and statues; a ping pong champion, wearing white tube socks pulled up too high and batting the ball with a wicked spin; a violin prodigy impressing the audience at Carnegie Hall, before taking a polite bow; a teen computer scientist, ready to make millions on an initial public offering before the company stock crashes; a gangster in sunglasses and a tight suit, embroiled in a turf war with the Sicilian mob; an urban greengrocer selling lunch by the pound, rudely returning change over the counter to the black patrons; a businessman with a briefcase of cash bribing a congressman, a corrupting influence on the electoral process; a salaryman on my way to work, crammed into the commuter train and loyal to the company; a shady doctor, trained in a foreign tradition with anatomical diagrams of the human body mapping the flow of life energy through a multitude of colored points; a calculus graduate student with thick glasses and a bad haircut, serving as a teaching assistant with an incomprehensible accent, scribbling on the chalkboard; an automobile enthusiast who customizes an imported car with a supercharged engine and Japanese decals in the rear window, cruising the boulevard looking for a drag race; a illegal alien crowded into the cargo hold of a smuggler's ship, defying death only to crowd into a New York City tenement and work as a slave in a sweatshop. My mother and my girl cousins were Madame Butterfly from the mail order bride catalog, dying in their service to the masculinity of the West, and the dragon lady in a kimono, taking vengeance for her sisters. They became the television newscaster, look-alikes with their flawlessly permed hair. Through these indelible images, I grew up. But when I looked in the mirror, I could not believe my own reflection because it was not like what I saw around me. Over the years, the world opened up. It has become a dizzying kaleidoscope of cultural fragments, arranged and rearranged without plan or order.

Let us have peace." But there was the black man looming like a dark ghost on the horizon. He was the child of force and greed, and the father of wealth and war. His labor was indispensable, and the loss of it would have cost many times the cost of the war. If the Negro has been silent, his very presence would have announced his plight. He was not silence. He was in usual evidence. He was writing petitions, making speeches, parading with returned soldiers, reciting his adventures as slave and freeman. Even dumb and still, he must be noticed. His poverty has to be relieved, and emancipation in his case had to mean poverty. If he had to work, he had to have land and tools. If his labor was in reality to be free labor, he had to have legal freedom and civil rights. His ignorance could only be removed by that very education which the law of the South had long denied him and the custom of the North had made exceedingly difficult. Thus civil status and legal freedom, food, clothes and tools, access to land and help to education, were the minimum demands of four million laborers, and these demands no man could ignore, Northerner or Southerner, Abolitionist or Copperhead, laborer or captain of industry. How did the nation face this paradox and dilemma?

No one believed that the author was the Chinese who received the prize. At the end of the last century, fleeing the scourge of yellow fever that devastated Panama during the construction of the railroad between the two oceans, he had arrived with many others who stayed here until they died, living in Chinese, reproducing in Chinese, and looking so much alike that no one could tell one from the other. At first, there were no more than ten, some of them with their wives and children and edible dogs, but in a few years, four narrow streets in the slums along the port were overflowing with other unexpected Chinese, who came into the country without leaving a trace in the customs record....In the popular view, they were divided into two kinds: bad Chinese and good Chinese. The bad ones were the ones in the lugubrious restaurants along the water front where one was as likely to eat like a King as to die a sudden death at the table, sitting before a plate of rat meat with sunflowers, and which were thought to be nothing more than fronts for white slavery, and many other kinds of trafficking. The good ones were the Chinese in the laundries, heirs of a sacred knowledge, who returned one's shirts cleaner than new, with collars and cuffs like recently ironed communion wafers.

After this interlude we return to the question of the parcel. Yes, says the Postmaster, it has been here – actually here in the office! But it is here no longer. It has been removed to the custody of the Customs. Monsieur B. must realize that parcels are subject to Customs dues. B. says that it is personal wearing apparel. The Postmaster says: ‘No doubt, no doubt; but that is the affair of the Customs.’ ‘We must, then, go to the Customs office?’ ‘That will be the proper procedure,’ agrees the Postmaster. ‘Not that it will be any use going today. Today is Wednesday, and on Wednesdays the Customs are closed.’ ‘Tomorrow, then?’ ‘Yes, tomorrow the Customs will be open.’ ‘Sorry,’ says B. to Max. ‘I suppose it means I shall have to come in again tomorrow to get my parcel.’ The Postmaster says that certainly Monsieur B. will have to come in tomorrow, but that even tomorrow he will not be able to get his parcel. ‘Why not?’ demands B. ‘Because, after the formalities of the Customs have been settled, the parcel must then go through the Post Office.’ ‘You mean, I shall have to come on here?’ ‘Precisely. And that will not be possible tomorrow, for tomorrow the Post Office will be closed,’ says the Postmaster triumphantly. We go into the subject in detail, but officialdom triumphs at every turn. On no day of the week, apparently, are both the Customs and the Post Office open!

In 1934, strongman Fulgencio Batista forced President Grau’s resignation. Then in 1940, Grau lost his bid for the Presidency to his adversary Batista. Four years later in 1944, he did win the election and took office for a four-year term starting on October 10th. After Grau won the election and was the President elect, Batista still in office, blatantly attacked the National Treasury, leaving the cupboards bare by the time Grau was actually sworn in as President. Since Grau and Batista were staunch adversaries, it is highly unlikely that any deal could have been made in 1946 to allow “Lucky” Luciano into Cuba, especially with Luciano having been exiled to Sicily by the United States government that preceding February. Still, Lansky had enough political pull within the Cuban government to prepare for a strong Mafia presence in Havana. In October of 1946, in an attempt to keep his whereabouts a secret, “Lucky” Luciano covertly boarded a freighter taking him from Naples, Italy, to Caracas, Venezuela. Then Luciano flew south to Rio de Janeiro and returned north to Mexico City. On October 29, 1946, he arranged for a private flight from Mexico City to Camagüey, Cuba, where Meyer Lansky met him. Having the right connections, Luciano passed through Cuban customs unimpeded and was whisked by car to the splendid Grand Hotel. Luciano, having just arrived in Cuba, was looking forward to setting up operations. Cuba would actually be a better place than the United States for what he had in mind.

Beginning in 1519 and continuing until the end of his life, Luther expounded a theme that the Sacrament brings and means a fellowship of love and mercy: "This fellowship consists in this, that all the spiritual possessions of Christ and his saints are shared with and become the common property of him who receives this sacrament. Again all sufferings and sins also become common property; and thus love engenders love in return and [mutual love] unites . . . It is like a city where every citizen shares with all the others the city's name, honor, freedom, trade, customs, usages, help, support, protection, and the like, while at the same time he shares all the dangers of fire and flood, enemies and death, losses taxes and the like. For he who would share in the profits must also share in the costs, and ever recompense love with love . . ." For Luther, unity with respect to the Sacrament meant both doctrinal agreement and love. When the prerequisite to church fellowship is defined merely (however important!) in terms of doctrinal fellowship, it can end in a Platonic pursuit of a frigid and rigid mental ideal. Doctrinal unity, true unity in Christ's body and blood, is also a unity of deep love and mercy. If I will not lay down my burden on Christ and the community, or take up the burdens of others who come to the Table, then I should not go to the Sacrament. Close(d) Communion is also a fellowship of love and mercy with my brother and sister in Christ as Luther taught in the previous citation.

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In his job as a financial educator, Keith had spent a fair amount of time breaking down the act — and sometimes art — of short selling, in a way that less savvy customers could understand. When a trader believed a company was in trouble, and its stock was overvalued, they could 'borrow' shares, sell them, and then when the stock went down as they'd predicted, rebuy the shares at a lower price, return them to whoever they'd borrowed them from, and pocket the difference. If GameStop was trading at 5, you could borrow 100 shares, sell them for $500; when the stock hit 1, you bought back the 100 shares for $100, returned them, pocketing $400 for yourself. You paid a little fee to the lender for their trouble and came out with a tidy profit. But what happened if the stock went up instead of down? What happened if GameStop figured out how to capitalize on its millions of nostalgic customers, who spent billions on video games every year? What if the stock went to 10 instead of 1? What happened was, the short seller was royally screwed. He'd borrowed those 100 shares and sold them at 5. Now the stock was at 10, but he still needed to return his 100 shares. Buying them on the market at 10 meant spending $1000. And what was worse, when he'd borrowed the shares, he'd agreed on a timeline to return them. There was a ticking clock hanging over his head, so he had a choice — buy the shares back at 10 now, losing $500 on the deal — or wait a little longer, hoping the stock went back down before his time limit was up. And what if he waited, and the stock kept going up? Sooner or later, he had to buy those shares back. Even if the stock went to 15, 20 — he was on the hook for those 100 shares. Theoretically, there was no limit to how much he could lose.

I have fallen in love within the last month with a Romagnuola Countess from Ravenna--the Spouse of a year of Count Guiccioli--who is sixty--the Girl twenty--he has eighty thousand ducats of rent--and has had two wives before--but he is Sixty--he is the first of Ravenna Nobles--but he is sixty--She is fair as Sunrise--and warm as Noon--we had but ten days--to manage all our little matters in beginning middle and end. & we managed them;--and I have done my duty--with the proper consummation.--But She is young--and was not content with what she had done--unless it was to be turned to the advantage of the public--and so She made an eclat which rather astonished even the Venetians--and electrified the Conversazioni of the Benzone--the Albrizzi--& the Michelli--and made her husband look embarrassed.--They have been gone back to Ravenna--some time--but they return in the Winter.--She is the queerest woman I ever met with--for in general they cost one something in one way or other--whereas by an odd combination of circumstances--I have proved an experience to HER--which is not my custom,--but an accident--however it don't mater.--She is a sort of an Italian Caroline Lamb, except that She is much prettier, and not so savage.--But She has the same red-hot head--the same noble disdain of public opinion--with the superstructure of all that Italy can add to such natural dispositions.--To by sure they may go much further here with impunity--as her husband's rank ensured their reception at all societies including the Court--and as it was her first outbreak since Marriage--the Sympathizing world was liberal.--She is also of the Ravenna noblesse--educated in a convent--sacrifice to Wealth--filial duty and all that.--I am damnably in love--but they are gone--gone--for many months--and nothing but Hope--keeps me alive seriously.

In England, it becomes every day more and more the custom to send young people to travel in foreign countries immediately upon their leaving school, and without sending them to any university. Our young people, it is said, generally return home much improved by their travels. A young man, who goes abroad at seventeen or eighteen, and returns home at one-and-twenty, returns three or four years older than he was when he went abroad; and at that age it is very difficult not to improve a good deal in three or four years. In the course of his travels, he generally acquires some knowledge of one or two foreign languages; a knowledge, however, which is seldom sufficient to enable him either to speak or write them with propriety. In other respects, he commonly returns home more conceited, more unprincipled, more dissipated, and more incapable of my serious application, either to study or to business, than he could well have become in so short a time had he lived at home. By travelling so very young, by spending in the most frivolous dissipation the most previous years of his life, at a distance from the inspection and control of his parents and relations, every useful habit, which the earlier parts of his education might have had some tendency to form in him, instead of being riveted and confirmed, is almost necessarily either weakened or effaced. Nothing but the discredit into which the universities are allowing themselves to fall, could ever have brought into repute so very absurd a practice as that of travelling at this early period of life. By sending his son abroad, a father delivers himself, at least for some time, from so disagreeable an object as that of a son unemployed, neglected, and going to ruin before his eyes. Such have been the effects of some of the modern institutions for education. Different plans and different institutions for education seem to have taken place in other ages and nations.

OR. I will tell you, but these are the beginning for me of many [125] woes. After these evil things concerning my mother, on which I keep silence, had been wrought, I was driven an exile by the pursuits of the Erinnyes, when Loxias sent my foot [126] to Athens, that I might render satisfaction to the deities that must not be named. For there is a holy council, that Jove once on a time instituted for Mars on account of some pollution of his hands. [127] And coming thither, at first indeed no one of the strangers received me willingly, as being abhorred by the Gods, but they who had respect to me, afforded me [128] a stranger's meal at a separate table, being under the same house roof, and silently devised in respect to me, unaddressed by them, how I might be separated from their banquet [129] and cup, and, having filled up a share of wine in a separate vessel, equal for all, they enjoyed themselves. And I did not think fit to rebuke my guests, but I grieved in silence, and did not seem to perceive [their conduct,] deeply groaning, because I was my mother's slayer. [130] But I hear that my misfortunes have been made a festival at Athens, and that this custom still remains, that the people of Pallas honor the Libation Vessel. [131] But when I came to the hill of Mars, and stood in judgment, I indeed occupying one seat, but the eldest of the Erinnyes the other, having spoken and heard respecting my mother's death, Phœbus saved me by bearing witness, but Pallas counted out for me [132] the equal votes with her hand, and I came off victor in the bloody trial. [133] As many then as sat [in judgment,] persuaded by the sentence, determined to hold their dwelling near the court itself. [134] But as many of the Erinnyes as did not yield obedience to the sentence passed, continually kept driving me with unsettled wanderings, until I again returned to the holy ground of Phœbus, and lying stretched before the adyts, hungering for food, I swore that I would break from life by dying on the spot, unless Phœbus, who had undone, should preserve me. Upon this Phœbus, uttering a voice from the golden tripod, sent me hither to seize the heaven-sent image, and place it in the land of Athens. But that safety which he marked out for me do thou aid in. For if we can lay hold on the image of the Goddess, I both shall cease from my madness, and embarking thee in the bark of many oars, I shall settle thee again in Mycenæ. But, O beloved one, O sister mine, preserve my ancestral home, and preserve me, since all my state and that of the Pelopids is undone, unless we seize on the heavenly image of the Goddess.

Television’s greatest appeal is that it is engaging without being at all demanding. One can rest while undergoing stimulation. Receive without giving. It’s the same in all low art that has as goal continued attention and patronage: it’s appealing precisely because it’s at once fun and easy. And the entrenchment of a culture built on Appeal helps explain a dark and curious thing: at a time when there are more decent and good and very good serious fiction writers at work in America than ever before, an American public enjoying unprecedented literacy and disposable income spends the vast bulk of its reading time and book dollar on fiction that is, by any fair standard, trash. Trash fiction is, by design and appeal, most like televised narrative: engaging without being demanding. But trash, in terms of both quality and popularity, is a much more sinister phenomenon. For while television has from its beginnings been openly motivated by — has been about—considerations of mass appeal and L.C.D. and profit, our own history is chock-full of evidence that readers and societies may properly expect important, lasting contributions from a narrative art that understands itself as being about considerations more important than popularity and balance sheets. Entertainers can divert and engage and maybe even console; only artists can transfigure. Today’s trash writers are entertainers working artists’ turf. This in itself is nothing new. But television aesthetics, and television-like economics, have clearly made their unprecedented popularity and reward possible. And there seems to me to be a real danger that not only the forms but the norms of televised art will begin to supplant the standards of all narrative art. This would be a disaster. [...] Even the snottiest young artiste, of course, probably isn’t going to bear personal ill will toward writers of trash; just as, while everybody agrees that prostitution is a bad thing for everyone involved, few are apt to blame prostitutes themselves, or wish them harm. If this seems like a non sequitur, I’m going to claim the analogy is all too apt. A prostitute is someone who, in exchange for money, affords someone else the form and sensation of sexual intimacy without any of the complex emotions or responsibilities that make intimacy between two people a valuable or meaningful human enterprise. The prostitute “gives,” but — demanding nothing of comparable value in return — perverts the giving, helps render what is supposed to be a revelation a transaction. The writer of trash fiction, often with admirable craft, affords his customer a narrative structure and movement, and content that engages the reader — titillates, repulses, excites, transports him — without demanding of him any of the intellectual or spiritual or artistic responses that render verbal intercourse between writer and reader an important or even real activity." - from "Fictional Futures and the Conspicuously Young

Like,” he repeats with distaste. “How about I tell you what I don’t like? I do not like postmodernism, postapocalyptic settings, postmortem narrators, or magic realism. I rarely respond to supposedly clever formal devices, multiple fonts, pictures where they shouldn’t be—basically, gimmicks of any kind. I find literary fiction about the Holocaust or any other major world tragedy to be distasteful—nonfiction only, please. I do not like genre mash-ups à la the literary detective novel or the literary fantasy. Literary should be literary, and genre should be genre, and crossbreeding rarely results in anything satisfying. I do not like children’s books, especially ones with orphans, and I prefer not to clutter my shelves with young adult. I do not like anything over four hundred pages or under one hundred fifty pages. I am repulsed by ghostwritten novels by reality television stars, celebrity picture books, sports memoirs, movie tie-in editions, novelty items, and—I imagine this goes without saying—vampires. I rarely stock debuts, chick lit, poetry, or translations. I would prefer not to stock series, but the demands of my pocketbook require me to. For your part, you needn’t tell me about the ‘next big series’ until it is ensconced on the New York Times Best Sellers list. Above all, Ms. Loman, I find slim literary memoirs about little old men whose little old wives have died from cancer to be absolutely intolerable. No matter how well written the sales rep claims they are. No matter how many copies you promise I’ll sell on Mother’s Day.” Amelia blushes, though she is angry more than embarrassed. She agrees with some of what A.J. has said, but his manner is unnecessarily insulting. Knightley Press doesn’t even sell half of that stuff anyway. She studies him. He is older than Amelia but not by much, not by more than ten years. He is too young to like so little. “What do you like?” she asks. “Everything else,” he says. “I will also admit to an occasional weakness for short-story collections. Customers never want to buy them though.” There is only one short-story collection on Amelia’s list, a debut. Amelia hasn’t read the whole thing, and time dictates that she probably won’t, but she liked the first story. An American sixth-grade class and an Indian sixth-grade class participate in an international pen pal program. The narrator is an Indian kid in the American class who keeps feeding comical misinformation about Indian culture to the Americans. She clears her throat, which is still terribly dry. “The Year Bombay Became Mumbai. I think it will have special int—” “No,” he says. “I haven’t even told you what it’s about yet.” “Just no.” “But why?” “If you’re honest with yourself, you’ll admit that you’re only telling me about it because I’m partially Indian and you think this will be my special interest. Am I right?” Amelia imagines smashing the ancient computer over his head. “I’m telling you about this because you said you liked short stories! And it’s the only one on my list. And for the record”—here, she lies—“it’s completely wonderful from start to finish. Even if it is a debut. “And do you know what else? I love debuts. I love discovering something new. It’s part of the whole reason I do this job.” Amelia rises. Her head is pounding. Maybe she does drink too much? Her head is pounding and her heart is, too. “Do you want my opinion?” “Not particularly,” he says. “What are you, twenty-five?” “Mr. Fikry, this is a lovely store, but if you continue in this this this”—as a child, she stuttered and it occasionally returns when she is upset; she clears her throat—“this backward way of thinking, there won’t be an Island Books before too long.

{Excerpt from a message from one of the Cherokee chiefs - Onitositaii, commonly known as Old Tassle} ... 'If, therefore, a bare march, or reconnoitering a country is sufficient reason to ground a claim to it, we shall insist upon transposing the demand, and your relinquishing your settlements on the western waters and removing one hundred miles back towards the east, whither some of our warriors advanced against you in the course of last year's campaign. Let us examine the facts of your present eruption into our country, and we shall discover your pretentions on that ground. What did you do? You marched into our territories with a superior force; our vigilance gave us no timely notice of your manouvres [sic]; your numbers far exceeded us, and we fled to the stronghold of our extensive woods, there to secure our women and children. Thus, you marched into our towns; they were left to your mercy; you killed a few scattered and defenseless individuals, spread fire and desolation wherever you pleased, and returned again to your own habitations. If you meant this, indeed, as a conquest you omitted the most essential point; you should have fortified the junction of the Holstein and Tennessee rivers, and have thereby conquered all the waters above you. But, as all are fair advantages during the existence of a state of war, it is now too late for us to suffer for your mishap of generalship! Again, were we to inquire by what law or authority you set up a claim, I answer, none! Your laws extend not into our country, nor ever did. You talk of the law of nature and the law of nations, and they are both against you. Indeed, much has been advanced on the want of what you term civilization among the Indians; and many proposals have been made to us to adopt your laws, your religion, your manners, and your customs. But, we confess that we do not yet see the propriety, or practicability of such a reformation, and should be better pleased with beholding the good effect of these doctrines in your own practices than with hearing you talk about them, or reading your papers to us upon such subjects. You say: Why do not the Indians till the ground and live as we do? May we not, with equal propriety, ask, Why the white people do not hunt and live as we do? You profess to think it no injustice to warn us not to kill our deer and other game for the mere love of waste; but it is very criminal in our young men if they chance to kill a cow or a hog for their sustenance when they happen to be in your lands. We wish, however, to be at peace with you, and to do as we would be done by. We do not quarrel with you for killing an occasional buffalo, bear or deer on our lands when you need one to eat; but you go much farther; your people hunt to gain a livelihood by it; they kill all our game; our young men resent the injury, and it is followed by bloodshed and war. This is not a mere affected injury; it is a grievance which we equitably complain of and it demands a permanent redress. The Great God of Nature has placed us in different situations. It is true that he has endowed you with many superior advantages; but he has not created us to be your slaves. We are a separate people! He has given each their lands, under distinct considerations and circumstances: he has stocked yours with cows, ours with buffaloe; yours with hogs, ours with bear; yours with sheep, ours with deer. He has indeed given you an advantage in this, that your cattle are tame and domestic while ours are wild and demand not only a larger space for range, but art to hunt and kill them; they are, nevertheless, as much our property as other animals are yours, and ought not to be taken away without consent, or for something equivalent.' Those were the words of the Indians. But they were no binding on these whites, who were living beyond words, claims ...

I am speaking of the evenings when the sun sets early, of the fathers under the streetlamps in the back streets returning home carrying plastic bags. Of the old Bosphorus ferries moored to deserted stations in the middle of winter, where sleepy sailors scrub the decks, pail in hand and one eye on the black-and-white television in the distance; of the old booksellers who lurch from one ϧnancial crisis to the next and then wait shivering all day for a customer to appear; of the barbers who complain that men don’t shave as much after an economic crisis; of the children who play ball between the cars on cobblestoned streets; of the covered women who stand at remote bus stops clutching plastic shopping bags and speak to no one as they wait for the bus that never arrives; of the empty boathouses of the old Bosphorus villas; of the teahouses packed to the rafters with unemployed men; of the patient pimps striding up and down the city’s greatest square on summer evenings in search of one last drunken tourist; of the broken seesaws in empty parks; of ship horns booming through the fog; of the wooden buildings whose every board creaked even when they were pashas’ mansions, all the more now that they have become municipal headquarters; of the women peeking through their curtains as they wait for husbands who never manage to come home in the evening; of the old men selling thin religious treatises, prayer beads, and pilgrimage oils in the courtyards of mosques; of the tens of thousands of identical apartment house entrances, their facades discolored by dirt, rust, soot, and dust; of the crowds rushing to catch ferries on winter evenings; of the city walls, ruins since the end of the Byzantine Empire; of the markets that empty in the evenings; of the dervish lodges, the tekkes, that have crumbled; of the seagulls perched on rusty barges caked with moss and mussels, unϩinching under the pelting rain; of the tiny ribbons of smoke rising from the single chimney of a hundred-yearold mansion on the coldest day of the year; of the crowds of men ϧshing from the sides of the Galata Bridge; of the cold reading rooms of libraries; of the street photographers; of the smell of exhaled breath in the movie theaters, once glittering aϱairs with gilded ceilings, now porn cinemas frequented by shamefaced men; of the avenues where you never see a woman alone after sunset; of the crowds gathering around the doors of the state-controlled brothels on one of those hot blustery days when the wind is coming from the south; of the young girls who queue at the doors of establishments selling cut-rate meat; of the holy messages spelled out in lights between the minarets of mosques on holidays that are missing letters where the bulbs have burned out; of the walls covered with frayed and blackened posters; of the tired old dolmuşes, ϧfties Chevrolets that would be museum pieces in any western city but serve here as shared taxis, huϫng and puϫng up the city’s narrow alleys and dirty thoroughfares; of the buses packed with passengers; of the mosques whose lead plates and rain gutters are forever being stolen; of the city cemeteries, which seem like gateways to a second world, and of their cypress trees; of the dim lights that you see of an evening on the boats crossing from Kadıköy to Karaköy; of the little children in the streets who try to sell the same packet of tissues to every passerby; of the clock towers no one ever notices; of the history books in which children read about the victories of the Ottoman Empire and of the beatings these same children receive at home; of the days when everyone has to stay home so the electoral roll can be compiled or the census can be taken; of the days when a sudden curfew is announced to facilitate the search for terrorists and everyone sits at home fearfully awaiting “the oϫcials”; CONTINUED IN SECOND PART OF THE QUOTE