“It was so strange, the way that life moved forward: the twists and the dead ends, the sudden opportunities. She supposed if you could predict or foresee everything that was going to happen, you’d lose the motivation to go through it all. The promise was always in the possibility.”
― Lauren Oliver, quote from Panic
“She knew, now, that there was always light—beyond the dark, and the fear, out of the depths; there was sun to reach for, and air and space and freedom.
There was always a way up, and out, and no need to be afraid.”
― Lauren Oliver, quote from Panic
“She thought all you needed to do - all any of them needed - was to get out. But maybe you carried your demons with you everywhere, the way you carried your shadow.”
― Lauren Oliver, quote from Panic
“She knew that this day, this feeling, couldn't last forever. Everything passed; that was partly why it was so beautiful. Things would get difficult again. But that was okay too.
The bravery was in moving forward, no matter what.”
― Lauren Oliver, quote from Panic
“How do I know I can trust you?' she said finally.
'That's the thing about trust.' He crunched an ice cube between his teeth. 'You don't know.”
― Lauren Oliver, quote from Panic
“when you love someone, when you care for someone, you have to do it through the good and the bad. Not just when you’re happy and it’s easy.”
― Lauren Oliver, quote from Panic
“No one had ever told her this basic fact: not everyone got to be loved.”
― Lauren Oliver, quote from Panic
“The rules of Panic are simple. Anyone can enter. But only one person will win.”
― Lauren Oliver, quote from Panic
“This was what true fear was--that you could never know other people, not completely. That you were always just guessing blind.”
― Lauren Oliver, quote from Panic
“But maybe you carried your demons with you everywhere, the way you carried your shadow.”
― Lauren Oliver, quote from Panic
“The Bravery was in moving forward, no matter what. Someday, she might be called on to jump again. And she would do it. She knew, now, that there was always light--beyond the dark, and the dear, out of the depths; there was sun to reach for, and air and space and freedom.
There was always a way up, and out, and no need to be afraid.”
― Lauren Oliver, quote from Panic
“No one should be allowed to be happy when you were so miserable – especially not your best friends. It should be a law.”
― Lauren Oliver, quote from Panic
“But all you see is the crap. So you don't have to believe in anything. So you'll have an excuse to fail.”
― Lauren Oliver, quote from Panic
“Funny how people could be around you for so many years, and be so off the mark.”
― Lauren Oliver, quote from Panic
“I'm scared all the time," she whispered. "You'd be an idiot if you weren't," Anne said. "And you wouldn't be brave either.”
― Lauren Oliver, quote from Panic
“She felt as though, just for a second, she had understood something vastly important, had had a glimpse of it: love, pure and simple and undemanding.”
― Lauren Oliver, quote from Panic
“If people changed, it meant that she was allowed to change too. She could be different.
She could be happier.”
― Lauren Oliver, quote from Panic
“He sprayed on a bit of this man’s body-spray thing his mom had gotten for free at Walmart, feeling like a douche, but thinking it was better to feel like a douche than to smell like an asshole.”
― Lauren Oliver, quote from Panic
“You want everything to be shitty... So you have an excuse to fail.”
― Lauren Oliver, quote from Panic
“she might be dying. The idea pleased her.”
― Lauren Oliver, quote from Panic
“You know what your problem is? You want everything to be shitty. You have a sister who loves you. Friends who love you. I love you, Heather.”
― Lauren Oliver, quote from Panic
“It was so strange, the way that life moved forward: the twists and the dead ends, the sudden opportunities. The promise was always in the possibility.”
― Lauren Oliver, quote from Panic
“He wasn't afraid. He just didn't care. And that was very, very different.”
― Lauren Oliver, quote from Panic
“She knew, now, that there was always light – beyond the dark, and the fear, out of the depths; there was sun to reach for, and air and space and freedom.”
― Lauren Oliver, quote from Panic
“It was the final, explosive demonstration of summer, the line in the sand, a desperate attempt to hold fall forever at bay. But autumn nibbled the blue sky with its teeth, tore off chunks of the sun, smudged out that heavy veil of meat-smelling smoke.”
― Lauren Oliver, quote from Panic
“Their eyes were flat, incurious, and old- impossibly old, as though instead of looking forward, their eyes saw back to a distant past.”
― Lauren Oliver, quote from Panic
“Maybe you carried your demons with you everywhere, the way you carried your shadow.”
― Lauren Oliver, quote from Panic
“This was what true fear was- that you could never know other people, not completely.”
― Lauren Oliver, quote from Panic
“They had their own language, their own jokes. They were constantly touching each other too – pushing and shoving, pinching and hugging, like kids flirting on a playground.”
― Lauren Oliver, quote from Panic
Lauren Oliver
Born place: New York, New York
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“I am tied up in nothing but stilettos and I feel hot.”
― 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
“The Indian intelligentsia was mesmerized by the apparent success of the USSR. It wanted big steel plants and not small factories which made clothes, shoes, toys, and bicycles—the sort of things that the masses could use. In those days, anyone in India who advocated greater investment in agriculture was branded an American agent.”
― Gurcharan Das, quote from India Unbound: The Social and Economic Revolution from Independence to the Global Information Age
“The hope crashes into reality and people get hurt.”
― Matthew Woodring Stover, quote from Caine's Law
“Axel and Fable, their father was a woodcutter, and they live in a Candy House? Axel is always hungry, and eats too much candy, and Fable is fond of eating bread. It doesn’t get easier than that to know who they really are.”
― Cameron Jace, quote from Snow White Sorrow
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