“You promised your spouse that tonight was the night you’d be home by 6 p.m. After all, you haven’t even made it home for dinner since… come to think of it, you can’t remember the last time you were home before 10 p.m. or your dinner didn’t consist of processed vending machine fare.

But it’s not your fault, you tell yourself. If you don’t do it, who will? Putting in a little overtime is one thing, but how do you know when “enough” is too much? “

“Satisfaction is people-powered customer service for absolutely everything. More specifically, though, it’s a place where communities of customers come together to answer each others questions, share ideas with each other or with an organization, report and solve problems and generally talk about about what matters to them around these products or services.

When the organization or company is involved too it gives them a way to engage with their customers around the issues that matter to their customers most. Satisfaction provides a neutral playing ground where companies and customers can interact to everybody’s benefit.”

“We’ve compiled 100 rules of business. Now it’s your turn. Do you have wisdom to share with [Harvard Business School] alums?”

“I recently spoke at Yahoo! about the book, and, for this presentation, I adapted the Agenda Detection and Meeting Creatures chapters into a piece about how I assess agendas and people in the first 10 minutes of any meeting.

Early on in the presentation, I asked the audience, ‘What are the things you are supposed to do to make a successful meeting?’ First hand: ‘Make sure everyone closes their laptop.’ Yes. Full agreement from me. If you’re sitting in my meeting and your laptop is open, I promise, I swear — you are giving me half of your attention. Maybe less.”