CHAPTER 12Acumen How to Keep the Customer Relationship in Balance

Adaptation is the catalyst to balance and tranquility. Relationships are always in motion. Successful ones adjust; unsuccessful ones rigidly polarize or just drift apart. In nature, feedback is the mechanism that makes adaptation possible. We call it the acumen of adaption.

Cows lie down long before a storm appears; cats disappear to a quiet corner. Dogs sense variations in barometric pressure, smell changes in the air, and know to get prepared for a tornado. Elephants feel the vibrations of an impending earthquake long before buildings start to topple. The 2004 tsunami that killed thousands of people in Asia killed few wild animals because of their early warning wisdom made possible ...

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