CHAPTER 2

THE FIRST TENET

Set High Expectations and Then Exceed Them.

What do you expect when the phone rings?

Your answer, I would be very willing to wager, depends on at least two variables:

       1. The time of day when it rings

       2. Your situation as it rings

Imagine that you’ve just sat down to dinner at the customary hour and the phone begins to ring; as you note from the caller ID, the incoming call is from a number you don’t recognize. Quite possibly, you begin to immediately become irritated. You strongly suspect that another bothersome call from a script-reading, impersonal telemarketing agent is about to commence.

However, if you insisted that your son return home by midnight and the phone rings at 11:55 p.m., you are undoubtedly ...

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