Daily Podcast: The Importance of Being Earnest
When I was growing up, my father constantly reminded us that his customers put food on our table– both literally and figuratively (he had a weakness for Mercedes). The man who was THE alpha in my life was no such thing in front of his customers. He was polite, attentive, deferential and charming. At the tender age of 48, I think I've mastered attentive. But I learned the general lesson well. I never forget that you, dear readers, don't have to spend your time or talents here. I work hard every day to earn your patronage. I never take it for granted, or assume I know better than you– about anything. I fully consider all your criticisms and do my level best to fix bugs as and when they're brought to my attention. I'm never too busy to answer your emails. OK, I am. But I do it anyway. Because without you, nothing. And whenever I'm at a bookstore, I introduce myself to buff book readers and discuss their literary and internet habits. I'm constantly asking car owners I meet on the street what they think of their "ownership experience." If Chrysler thinks that they're going to be a better company if 300 execs talk to one customer each per day, they deserve to go out of business. And will. It's as simple as that.
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