O'Reilly logo

Likeable Business: Why Today’s Consumers Demand More and How Leaders Can Deliver by Theresa Braun, Dave Kerpen

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

CHAPTER 6

Responsiveness

Taking Listening One Step Further

Life is 10 percent what happens to you and 90 percent how you react to it.

—Charles R. Swindoll

On a particularly springlike Sunday afternoon in May 2011, the Emerson College Phonathon held its end-of-the-semester party. The Phonathon’s student supervisors, including my coauthor Theresa, had asked their local burrito spot, Boloco, to cater the event, ordering 35 “inspired” burritos. However, when the supervisors arrived to pick up their order, they were informed that it wasn’t ready—in fact, not a single one of their burritos had been wrapped. According to Boloco, the pickup time wasn’t for hours. Confused over the miscommunication and anxious as the party’s start time quickly approached, ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required