"I am not a product of my circumstances. I am a product of my decisions."
"In many situations involving service recovery - the problem itself became the catalyst for the creation of even greater trust as the companies took the issues head-on and worked through the difficult problem in a way that restored confidence."
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Source: Stephen M. R. Covey (2008). “The Speed of Trust: The One Thing that Changes Everything”, p.109, Simon and Schuster
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