CHAPTER 14
POLITENESS AND CIVILITY MATTER
My philosophy is that not only are you responsible for your life but doing the best at this moment puts you in the best place for the next moment.
—OPRAH WINFREY
BRITISH PSYCHOLOGIST Elizabeth Stokoe conducted many studies on the impact of word choice. I was impressed to see that politeness matters. In calls with new clients, it made a huge difference in responses whether you asked them at the beginning of the call, “How did you hear of us?” versus at the end of the call asking, “Before you go, would you mind telling me how you heard of us?”1
We who Hold the Calm know why. Asking too early didn’t give ...
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