The beginning of forgiveness is often exhaustion. You're pooped; thank God.

And I don't think you have that kind of time either. I don't think you have time to waste not writing because you are afraid you won't be good enough at it, and I don't think you have time to waste on someone who does not respond to you with kindness and respect.

Try to be a good sport, baby. Sharon feels as bad as you do. It's all right for you to be mad, but...try to be as good a sport as you can. I'll tell you. It's a run-of-the-mill shitty thing. Life is full of them. And it is ALWAYS feels better to be kind.

Who knows, maybe those two rogue leaders, Gandhi and Jesus, were right—a loving response changes the people who would beat the shit out of you, including yourself, of course. Their way, of the heart, makes everything bigger. Decency and goodness are subversively folded into the craziness, like caramel ribbons into ice cream. Otherwise, it's about me, and my bile ducts, and how unique I am and how I've suffered. And that is what hell is like.

The last word will not be our bad thoughts and behavior, but mercy, love, and forgiveness.

Mercy is radical kindness. Mercy means offering or being offered aid in desperate straits. Mercy is not deserved. It involves absolving the unabsolvable, forgiving the unforgivable. Mercy brings us to the miracle of apology, given and accepted, to unashamed humility when we have erred or forgotten. Charge it to our heads and not our hearts, as the elders in black churches have long said.

When your organization becomes more human, more remarkable, faster on its feet, and more likely to connect directly with customers, it becomes indispensable. The very thing that made your employee a linchpin makes YOU a linchpin.

It's not an effort contest, it's an art contest. As customers, we care about ourselves, about how we feel, about whether a product or service or play or interaction changed us for the better. Where it's made or how it's made or how difficult it was to make is sort of irrelevant. That's why emotional labor is so much more valuable than physical labor. Emotional labor changes the recipient, and we care about that. Soft

The way we make things better is by caring enough about those we serve to imagine the story that they need to hear.

When you meet someone, you need to have a superpower.

Your best customers become your new salespeople.

Do not judge others, and you will not be judged. Do not condemn others, or it will all come back against you. Forgive others, and you will be forgiven." Luke 6:37