that it is vital to hold to critical performance standards “through thick and thin,” and to do whatever it takes to meet those standards. The standards that are most important are those that matter the most to the customer. They usually include product quality (design and manufacture), delivery times, service reliability and quality, and

what you’re like to deal with, how ethical you are, and how you behave, even when things go wrong.

The professional cannot allow the actions of others to define his reality.