Failure is an event, never a person; an attitude, not an outcome; a temporary inconvenience; a stepping stone. Our response to it determines just how helpful it can be.
If it's a principle, it's a winner. If it's a tactic, it's a loser.
If you're sincere, praise is effective. If you're insincere, it's manipulative.
The complaining customer represents a huge opportunity for more business.
The problem is not getting rid of fear, but using it properly.
When you make a promise, keep it.