The reason inclusion is so important is simple: When everyone matters and everyone knows he or she matters, employees are happy to come to work, and they're eager to give you their energy, creativity, and loyalty.  On the other hand, when people don't feel included, they become apathetic and perform at less than their full capacity.  To put it simply, all people want exactly what you want.  You want to be included, listened to, respected, and involved, don't you?  You want to be asked your opinion and have it taken seriously.  You want to feel valued.  And you want to be known as an individual and treated as such.  Well, so does everyone else.  That's why great leaders make sure that everyone in the workplace-no matter the rank or position-feels included and no one feels left out.

-Lee Cockerell, Creating Magic

What is the difference between a stall and an objection?  A stall is, "I want to think about it," or "I have to meet with other people."  An objection is, "Your price is too high," or "We have a satisfactory supply."  Both are putoffs which basically say, "You haven't sold me yet."  The bottom line is conversion.  You have to convert their lack of confidence, their lack of trust, and their lack of perceived value into a sale.

- Jeffrey Gitomer, The Little Red Book of Sales Answers

When you look for the positive qualities of your challenging customer, you increase your ability to connect with that customer and enjoy your time together.  How you think about your customers influences how you respond to them.  When you begin noticing the positive qualities, your clients will start responding to your differently, because how you act is determined by how you think.

- Marilyn Suttle and Lori Jo Vest, Who's Your Gladys?

Training can launch an ongoing strategy.  It can teach people service behaviors, empower them, reward their involvement, and initiate ongoing processes for building customer loyalty.  But company efforts must have legs.  The best interventions are ongoing and consistent, not disjointed special events.

- Dr. Paul R. Timm, Seven Power Strategies for Building Customer Loyalty

Beware the deadly pronoun: he, she, they, especially the infamous they and the power-gilded we.  Pronouns can send you into a quagmire of misunderstanding.  Every single day, it seems, I say to someone, "Too many pronouns."  During a negotiation, force your counterpart to use specific nouns and proper names.  This preventive measure avoids a great deal of miscommunication.

- Michael C. Donaldson, Negotiation for Dummies

- Emily Post's The Etiquette Advantage in Business