我一直喜欢“怀恨在心”这个短语，因为许多人对他们的怨恨很温柔，就像对待他们心中最亲近的东西一样。

超越顾客的期望。如果你这样做，他们会一次又一次地回来。给他们想要的——再多一点。

在我早期的职业生涯中，我一直在问：我如何治疗、治愈或改变这个人？现在我会这样表述这个问题：我如何提供一种关系，让这个人可以利用它来实现自己的个人成长？

To write is to resist.

Good business leaders create a vision, articulate the vision, passionately own the vision, and relentlessly drive it to completion.

拥有好主意的最好方法就是拥有很多主意。

I have to remind myself that some birds aren't meant to be caged. Their feathers are just too bright. And when they fly away, the part of you that knows it was a sin to lock them up DOES rejoice. Still, the place you live in is that much more drab and empty that they're gone. I guess I just miss my friend.