” In a perfect world, no one would ever make a mistake. Fortunately, though, most people are willing to forgive human error. I’ve certainly made my own share of them. I once wanted to send a gift to a customer at FedEx to thank him for his business. It was a nice gesture on my part-except I sent it to him by UPS. It was a careless error, but the client got a kick out of it, and sharing the joke actually strengthened our relationship.”

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