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"If they don't want to pay for it, they can stop drinking it."
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"But paying is part of the game of life: it is the joy of buying that we crave."
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Personal Development
"Be dramatically willing to focus on the customer at all costs, even at the cost of obsoleting your own stuff."
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Personal Development
"A person buying ordinary products in a supermarket is in touch with his deepest emotions."
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Personal Development
"Innovation comes from the producer - not from the customer."
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Personal Development
"The first step in exceeding your customer's expectations is to know those expectations."
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Personal Development
"What you can't buy is the loyalty that comes through our dedicated crewmembers."
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Personal Development
"If they don't want to pay for it, they can stop drinking it."
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Personal Development
"Our customers call and e-mail us to say that's how it feels when a Zappos box arrives. And that's how we view this company."
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Personal Development
"Courteous treatment will make a customer a walking advertisement."
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Personal Development
"To Move from Woe to Wow . . . Listen Attentively Be fully present and give your customer your full attention. Stay calm and remain patient. Do not interrupt or become defensive. Let the customer express his or her concerns. Nod your head and use affirming words to show that you are listening. Repeat back and empathize, when necessary. This confirms your understanding of the problem or question."
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Personal Development
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"In a neighborhood, as in life, a clean bandage is much, much better than a raw or festering wound."
Life
"The knife of corruption endangered the life of New York City. The scalpel of the law is making us well again."
Life
"If you don't like the President, it costs you 90 bucks to fly to Washington to picket. If you don't like the Governor, it costs you 60 bucks to fly to Albany to picket. If you don't like me, 90 cents."
President
"If you seek violence, we will seek to put you in jail."
Justice
"We're in the hands of the state legislature and God, but at the moment, the state legislature has more to say than God."
God
"The fireworks begin today. Each diploma is a lighted match. Each one of you is a fuse."
Education
"The mere process of growing old together will make the slightest acquaintance seem a bosom friend."
Friendship
"Deals are my art form. Other people paint beautifully on canvas or write wonderful poetry. I like making deals, preferably big deals. That's how I get my kicks."
Art
"The art of creation is older than the art of killing."
Art
"In action be primitive; in foresight, a strategist."
Action
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