The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways.
关键是设定现实的客户期望，然后不仅要满足它们，还要超越它们——最好是以意想不到和有益的方式。
We are all prisoners of our own experiences, and the key to freedom lies in understanding them.
The unbearable lightness of being.
解释：神态傲慢，谁还愿意和你相处呢？最洁白的东西好像十分黑暗，最道德的人好像有所不足。
我对人们如何欺骗自己感兴趣，他们为了让自己能够忍受生活而讲述的故事。