David Horne

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 __________.

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.

mean ”What is God like in Himself ?” there is no answer. If we mean ”What has God disclosed about Himself that the reverent reason can comprehend?” there is, I believe, an answer both full and satisfying.

The only way to build wealth is to have a gap between your ego and your income.

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).

What comes into our minds when we think about God is the most important thing about us.

Customer service is the crucible of the customer experience—the place where all of the company’s claims, its mission and its values, are tested. And it’s been a long-held belief in business that when your customer is most in need of help and you deliver an “above and beyond” service experience, you are effectively building a moat around your

Your warm-up should also include a strategic element. What is your game plan today on a strategic side?

has been equated with the Godhead and all His human weaknesses and limitations attributed to the Deity. The truth is that the Man who walked among us was a demonstration, not of unveiled deity but of perfect humanity.