“Truth is eternal. Knowledge is changeable. It is disastrous to confuse them.”
― Madeleine L'Engle, quote from An Acceptable Time
“My dear, I'm seldom sure of anything. Life at best is a precarious business, and we aren't told that difficult or painful things won't happen, just that it matters. It matters not just to us but to the entire universe.”
― Madeleine L'Engle, quote from An Acceptable Time
“But if I knew everything, there would be no wonder, because what I believe in is far more than I know.”
― Madeleine L'Engle, quote from An Acceptable Time
“My dear, I'm seldom sure of anything. Life at best is a precarious business...”
― Madeleine L'Engle, quote from An Acceptable Time
“Okay, Polly,” her grandfather said. “Let’s have some normal, ordinary lesson time. What is Heisenberg’s uncertainty principle?”
― Madeleine L'Engle, quote from An Acceptable Time
Madeleine L'Engle
Born place: in New York City, New York, The United States
Born date November 29, 1918
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“There can be no deeper despair, no pain less easy to assuage, than losing a husband when you are young.”
― Hélène Berr, quote from The Journal of Hélène Berr
“Books are what you love. They are what you know. It's obviously your passion. I didn't want you to lose that. You've lost enough”
― J.L. Mac, quote from Wreck Me
“Obviously, in those situations, we lose the sale. But we’re not trying to maximize each and every transaction. Instead, we’re trying to build a lifelong relationship with each customer, one phone call at a time. A lot of people may think it’s strange that an Internet company is so focused on the telephone, when only about 5 percent of our sales happen through the telephone. In fact, most of our phone calls don’t even result in sales. But what we’ve found is that on average, every customer contacts us at least once sometime during his or her lifetime, and we just need to make sure that we use that opportunity to create a lasting memory. The majority of phone calls don’t result in an immediate order. Sometimes a customer may be calling because it’s her first time returning an item, and she just wants a little help stepping through the process. Other times, a customer may call because there’s a wedding coming up this weekend and he wants a little fashion advice. And sometimes, we get customers who call simply because they’re a little lonely and want someone to talk to. I’m reminded of a time when I was in Santa Monica, California, a few years ago at a Skechers sales conference. After a long night of bar-hopping, a small group of us headed up to someone’s hotel room to order some food. My friend from Skechers tried to order a pepperoni pizza from the room-service menu, but was disappointed to learn that the hotel we were staying at did not deliver hot food after 11:00 PM. We had missed the deadline by several hours. In our inebriated state, a few of us cajoled her into calling Zappos to try to order a pizza. She took us up on our dare, turned on the speakerphone, and explained to the (very) patient Zappos rep that she was staying in a Santa Monica hotel and really craving a pepperoni pizza, that room service was no longer delivering hot food, and that she wanted to know if there was anything Zappos could do to help. The Zappos rep was initially a bit confused by the request, but she quickly recovered and put us on hold. She returned two minutes later, listing the five closest places in the Santa Monica area that were still open and delivering pizzas at that time. Now, truth be told, I was a little hesitant to include this story because I don’t actually want everyone who reads this book to start calling Zappos and ordering pizza. But I just think it’s a fun story to illustrate the power of not having scripts in your call center and empowering your employees to do what’s right for your brand, no matter how unusual or bizarre the situation. As for my friend from Skechers? After that phone call, she’s now a customer for life. Top 10 Ways to Instill Customer Service into Your Company 1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top. 2. Make WOW a verb that is part of your company’s everyday vocabulary. 3. Empower and trust your customer service reps. Trust that they want to provide great service… because they actually do. Escalations to a supervisor should be rare. 4. Realize that it’s okay to fire customers who are insatiable or abuse your employees. 5. Don’t measure call times, don’t force employees to upsell, and don’t use scripts. 6. Don’t hide your 1-800 number. It’s a message not just to your customers, but to your employees as well. 7. View each call as an investment in building a customer service brand, not as an expense you’re seeking to minimize. 8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company. 9. Find and hire people who are already passionate about customer service. 10. Give great service to everyone: customers, employees, and vendors.”
― Tony Hsieh, quote from Delivering Happiness: A Path to Profits, Passion, and Purpose
“Poor teamwork is pervasive in India. Take any institution, scratch its surface, and one finds factionalism. Whether it is a company, a university, a hospital, a village panchayat, or a municipal board, it is beset with dissension, and it affects national competitiveness.”
― Gurcharan Das, quote from India Unbound: The Social and Economic Revolution from Independence to the Global Information Age
“Names are masks, they get in the way.”
― Matthew Woodring Stover, quote from Caine's Law
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The Last Dragonslaye...BookQuoters is a community of passionate readers who enjoy sharing the most meaningful, memorable and interesting quotes from great books. As the world communicates more and more via texts, memes and sound bytes, short but profound quotes from books have become more relevant and important. For some of us a quote becomes a mantra, a goal or a philosophy by which we live. For all of us, quotes are a great way to remember a book and to carry with us the author’s best ideas.
We thoughtfully gather quotes from our favorite books, both classic and current, and choose the ones that are most thought-provoking. Each quote represents a book that is interesting, well written and has potential to enhance the reader’s life. We also accept submissions from our visitors and will select the quotes we feel are most appealing to the BookQuoters community.
Founded in 2023, BookQuoters has quickly become a large and vibrant community of people who share an affinity for books. Books are seen by some as a throwback to a previous world; conversely, gleaning the main ideas of a book via a quote or a quick summary is typical of the Information Age but is a habit disdained by some diehard readers. We feel that we have the best of both worlds at BookQuoters; we read books cover-to-cover but offer you some of the highlights. We hope you’ll join us.
