We must not let the actions or words of others determine our responses. Magnanimous people make the choice to respond to the indignities of others based upon their own principles and their own value system rather than their moods or anger.
Stephen CoveyIn many situations involving service recovery - the problem itself became the catalyst for the creation of even greater trust as the companies took the issues head-on and worked through the difficult problem in a way that restored confidence.
Stephen CoveyPeople behave more on the basis of how they feel than how they think; unless there are good feelings between people, it is almost impossible to reason intelligently.
Stephen Covey