Great businesses [and individuals] have a point of view!

“Great businesses [and individuals] have a point of view, not just a product or service. You have to believe in something. A strong stand is how you attract superfans. They point to you and defend you. If no one’s upset by what you’re saying, you’re probably not pushing hard enough. (And you’re probably boring, too.)”

~ Rework, page 43

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Customer Service & People Service

“Keep in mind that you can’t apologize your way out of being an ass! Even the best apology won’t rescue you if you haven’t earned people’s trust. Everything you do before things go wrong matters far more than the actual words you use to apologize.”

~ Rework, page 239

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