Readwise Highlights

To be precise, according to our research, any customer service interaction is four times more likely to drive disloyalty than to drive loyalty (see figure 1.5).

Being productive is about occupying your time—filling your schedule to the brim and getting as much as you can. Being effective is about finding more of your time unoccupied and open for other things besides work. Time for leisure, time for family and friends. Or time for doing absolutely nothing.

R. C. Sproul said it this way in his book, The Holiness of God:

“When we understand the character of God, when we grasp something of His holiness, then we begin to understand the radical character of our sin and helplessness. Helpless sinners can survive only by grace. Our strength is futile in itself; we are spiritually impotent without the

Each quarter we try to study an admirable company and discuss it with our Operating Group managers and board members. We focus on high performance conglomerates that have demonstrated at least a decade of superior shareholder returns.

Mercy triumphs over judgment.

companies tend to grossly underestimate the benefit of simply meeting customer expectations. In a world in which customer expectations are significantly inflated and seemingly on the rise all the time, what we find is that customers are in fact quite happy to simply get what was promised them. If there happens to be a problem, just resolve it

The advice is quite simple. When you are in a tough place, whether it’s a drawdown/downswing, lacking discipline, feeling desperate, having the urge to gamble, or feeling paralyzed and unable to make the right decision – basically any situation when you’re at your worst and feel miles away from your best – it’s in those moments when you need to

Therefore, submit to God. Resist the devil, and he will flee from you. h 8 Draw near to God, and he will draw near to you.

Oaktree’s investment philosophy doesn’t prohibit having opinions, just acting as if they’re right.