When the customer is wrong it is not a good idea to tell them.
When you focus on how people feel about what they are saying, you increase the level of true concern you have for others. You actually start to become the person you thought you were pretending to be: a true leader!
Action and flexibility create opportunity
If you can’t manage the future, you don’t have a future.
I cannot tolerate my bad behavior in another person for 10 seconds
Business friendly is the middle ground between being too cold and uncaring and the other extreme of being too familiar