“We can easily forgive a child who is afraid of the dark; the real tragedy of life is when men are afraid of the light.”

that might go against the grain, that could lead to doubt among people who always think they’re right, but seldom are.

you can be a customer intimacy or customer service champion.

THE PRICE LEADER The first discipline of market leaders is being a price and value leader.

people tend to speak around sales and marketing concepts—not logically through them—making the concepts easier to acknowledge, but their implementation difficult.

You Don’t Need to Be Big to Be Great: A Car Wash Customer Service Story

What if the possibilities, the opportunities, even the alternatives don’t happen?

Thought leaders need to be brave because they serve up insights and opinions that aren’t always popular (but are almost always true),

List the consequences and the risks. What will be the long-term effects? What if this impacts leads, revenue, incremental sales, and profits?