Jane Harvey-Berrick · 387 pages
Rating: (8.3K votes)
“Everything has changed since I met you. I thought I knew who I was, what I was, but being with you, I’ve learned about the kind of man I want to be.”
― Jane Harvey-Berrick, quote from Dangerous to Know & Love
“I'm so fucking happy you're here," he whispered. "It makes it hurt less.”
― Jane Harvey-Berrick, quote from Dangerous to Know & Love
“You think I’m broken, don’t you? You think I should be fixed. You want me to be normal. I’ll never be your version of normal, Lis. I’ll never be like you – like them.”
“I’m not trying to fix you, Daniel. I just want you to be happy. I love you just the way you are.”
― Jane Harvey-Berrick, quote from Dangerous to Know & Love
“I don’t want to be defined by this.”
― Jane Harvey-Berrick, quote from Dangerous to Know & Love
“It’s like doing one of those dumb math problems: three people are driving at 20mph in a car carrying two gallons of gas and a horse doing yoga, when a car traveling at 30mph with two clowns drinking cola collides, what time is it in Tokyo? It doesn’t make any sense and the only answer I ever come up with is who”
― Jane Harvey-Berrick, quote from Dangerous to Know & Love
“He didn’t care what people thought about the way he looked. He knew that his tats, his piercings, the way he dressed, gave people a giant fuck off message, and that suited him just fine. That shit was deliberate.”
― Jane Harvey-Berrick, quote from Dangerous to Know & Love
“What do you want, Lisanne?”
“You,”
“Are you sure? You don’t get to have your first time again, baby doll. This isn’t how I’d imagined it.”
“You’ve imagined it… with me?”
“Are you fucking kidding me? You are hot. I’ve wanted you since I met you, but I figured you just wanted to be friends. That’s cool. I like having a friend who’s a girl.”
“Can I just… can I touch you?”
He nodded slowly, his eyes following her hand as it moved shakily to his waistband.
Softly, she laid her hand over his crotch and felt his heat and hardness. He inhaled deeply.
“You are so fucking sexy.”
― Jane Harvey-Berrick, quote from Dangerous to Know & Love
“No, baby, I’m all man,” he said with a smirk, winking at her. “Want me to prove it?”
― Jane Harvey-Berrick, quote from Dangerous to Know & Love
“Honey, if you're not sure it was a date, then it wasn't. A guy has to ask you on a date for it to be a date. It's different from just hanging out together.”
― Jane Harvey-Berrick, quote from Dangerous to Know & Love
“You have to walk a mile in another man's shoes before you judge him.”
― Jane Harvey-Berrick, quote from Dangerous to Know & Love
Jane Harvey-Berrick
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“What will become of me? I do not know where am I going or what tomorrow will bring.”
― Hélène Berr, quote from The Journal of Hélène Berr
“His warm eyes stay locked onto mine and I want to melt right on the spot. I know him but I don’t. I want him but I don’t. I need him but I don’t.”
― 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
“We grew up in the smug belief that although the mixed economy was inefficient, it was better than capitalism because it preserved democratic freedoms.”
― Gurcharan Das, quote from India Unbound: The Social and Economic Revolution from Independence to the Global Information Age
“It may be there’s such a thing as a tool than can’t be used as a weapon, but I’ve never met one.”
― Matthew Woodring Stover, quote from Caine's Law
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