Readwise Highlights

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

without tons of thought: It seems like __________ is important. It seems you feel like my company is in a unique position to __________. It seems like you are worried that __________.

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).

A feel­ing is an idea that hasn’t been artic­u­lated yet, whereas an idea is more like the receipt that comes out of the cash reg­is­ter of the thinking process.

Take a moment and think about how you are focusing your time and attention in your business. What is the breakdown of your time on different business activities? How much time are you spending on product development, customer service, fulfillment, education, networking, marketing and sales?

Often entrepreneurs don’t spend enough time on revenue

One golden take away: people prefer to be heard more than helped.

7-38-55 rule. That is, only 7 percent of a message is based on the words while 38 percent comes from the tone of voice and 55 percent from the speaker’s body language and face.

flushing out the Black Swans—and exploiting them. Remember, your counterpart might not even know how important the information is, or even that they shouldn’t reveal it. So keep pushing, probing, and gathering information.