 I just found Stephen Covey's seven principles of highly effective people, just an absolute ground breaker. One of his stockphrases is, stick to understand before being understood. And that is so true of our business practice as well is that we often, in the lack of information we make assumptions, and I love the way he talks about breaking assumptions by really deeply understanding, you know, getting to what's really going on. And if you understand what's happening with one of your customers, good or bad, then you can help them. That's what I learned from the seven habits of highly effective people, and putting first things first, and planning ahead, and good time management skills, and all of those things really help. So those seven habits are just brilliant.