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.
译文:待人处世柔软能立身,过于刚强能惹灾祸。赏析:人过刚则易折,过柔则易弯。柔弱不是懦弱,是对世事的利害把控。人过于刚强,就会处处破壁。我们要把握好刚与柔的尺度,过于柔弱就会受人欺负,过于刚强就会招致祸患。
我们高估了一年能做的事,低估了十年能做的事。
The great growling engine of change—technology.