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。

The only way to understand another culture is to assume the frame of reference of that culture.

Every person must have a thought that changes them, or a book, or a word, or a moment; and if they don't, their life is wasted.

一个领导者应该有更高的毅力和韧性，能够忍受员工不能忍受的事情。