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.

书写历史就是与幽灵搏斗。

愚人无视复杂性。实用主义者要忍受它。有些人可以避免。天才将其删除。

For every dollar you spend purchasing something substantial， expect to pay a dollar in repairs， maintenance， or disposal by the end of its life.

你越了解自己，就越不容易被事情困扰。