The biggest reason that positive endings don't happen is because employees are trained on policies and rules rather than principles.

If you don't think you can do it, who will? You control the most important tool in success, your mind.

People don't want to be sold! People want to buy!

Great salespeople are relationship builders who provide value and help their customers win.

Failure is an event, not a person. Think of failure as 'it' and not 'me'.

National Defense is not a threat to peace; it is the guarantee of peace with freedom.

The best way to apologize is to let the customer vent first. Don't interrupt, just take notes and make empathetic noises. You can even tell the customer that it makes you mad too. Second, ask the customer what their speed of need is. Tell them what they ant to hear. That you apologize, that you understand how they feel, that you are meeting with the appropriate people to get a resolve, and that it will be done in 24-hours.