Criticism is something we can avoid easily by saying nothing, doing nothing, and being nothing.
Growth is painful. Change is painful. But NOTHING is as painful as being stuck in a place you don't want to be.
A customer is the most important visitor on our premises. He is not dependent on us - we are dependent on him. He is not an outsider in our business - he is a part of it. We are not doing him a favor by serving him... He is doing us a favor by giving us the opportunity to do so.
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