关键是设定现实的客户期望，然后不仅要满足它们，还要超越它们——最好是以意想不到和有益的方式。

"The characters in my books are often people who are struggling to find their place in the world."

把握你的20岁是为工作、爱情、幸福，甚至可能是为世界做的最简单但最具变革性的事情之一。

The first lesson of crisis management is to get ahead of the curve.