Behind the Cloud

How to Stay Calm in the Eye of the Storm
“He who is quick tempered can be insulted,” Sun Tzu explained in the Art of War. These four checkpoints can help you stay cool—and retain your power—even in the most heated situations:
• Stay in the present moment.
• Observe your feelings. Do not become your feelings. Be aware of your reactions.
• Do not take on others’ feelings, but listen to others—and yourself.
• Ask yourself, “How should I handle this? Should I react at all?”

The part I find most amusing is that no one except for Larry (and Rick Bennett) knew that I had stolen the concept from Oracle. Essentially, this was my way of bowing to Larry, who had taught me a tremendous amount. By allowing me to do this, Larry confirmed that he was truly my mentor, someone who encouraged me to take what I learned from him and elevate it to new heights.

A bank that says it cares about its customers can’t have twenty people waiting in line with only two tellers on duty. Brands cannot break the promises they make. Broken promises destroy customers’ trust. That ruins everything.