Spend a great deal of time listening to your loudest complaints and you will elevate those voices to importance, because you’re not attentively listening to the more easily overlooked components.

Broken systems make worse when we confuse the loud voices together with the vital ones.
A persistent typist using a keyboard might be a cranky critic, but is the individual you embark to serve?

If an airline makes 84% of its earnings on leisure travelers, it’s clear that whoever flies once annually on a last-minute class fare would be the person they ought to be paying the most focus.


We can acknowledge that somebody is mad, we could view them, respect them and help them. However, now we shouldn’t get confused that there’s a correlation between their ALL CAPS EFFORT AT ATTENTION along with also our schedule to serve the individuals we attempt to serve.

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