The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways.
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 only way to predict the future is to create it.
你要记住，在敢于担当培养一个人的任务以前，自己就必须要造就一个人，自己就必须是一个值得推崇的模范。