Your past success is proof — proof that you were right once. It’s not a guarantee that you will be successful in the future. A few years ago, people would point to their past successes and say, “We’ve always done it this way.” It might have sounded a little rigid, a bit stubborn, and a mite prideful, but it was …
Goodwill Hunting
Goodwill takes a long time to build; bad will takes just a moment. If you’re in the customer service business, you know that customer satisfaction, enthusiasm, and loyalty are not instantaneous. What is customer service? It is goodwill is built over time and through several acts of kindness. Unfortunately, months of goodwill can be destroyed by three seconds of sarcasm …