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 unsaid things are often the most important.
我们通过分享的故事、通过我们珍视的记忆而彼此相连。
天下的事情有难易之分吗？只要去做，难的也会变容易；不去做，容易的也会变难