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.

遗忘是失去自己的一部分，而记住则是让它继续存在。

Risk management is not avoiding risks but understanding and mitigating them.

孔子说：“对品德不进行培养，对学问不进行钻研，听到好人好事不能跟着做，有了错误不能及时改正，这就是我所担忧的。”