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The Worst Marketing Sin

Posted By: Randy GageJanuary 18, 2013

This blog post you are about to read is the single best one you will ever read.  Ever.  It’s that good. 

Not.

These American airlines, especially American Airlines, never seem to learn.  They constantly over promise and under deliver.

Most of them do this; American is just the latest guilty party.  And it offers great lessons for all entrepreneurs.  For the last two days they’ve been bombarding the Internet with breathless promos about “change in the air,” because they redesigned their logo.

They have gone as far as to show how it will look on the in-flight menus, the check-in counters, the luggage tags, the frequent flier cards, and of course the livery of their planes.

But what’s the reality?

They’ll paint one plane for the press conference and it will take about two years to repaint the fleet, because they have no money.  That beautiful pic of their new first class seats won’t really happen until late 2014 or likely 2015.  And what’s happening in the meantime?

The planes are filthy, the counters are understaffed, the lavs aren’t restocked, the staff is dispirited, almost none of the planes are Wi-Fi enabled, and the lounges are decrepit.

I book away from them whenever I can.  But I did use them for one segment on my way to Bali (simply because I’m burning my frequent flier miles with them).   So what do they do?  They play me a commercial about Wi-Fi on their planes, even though the plane I’m on had none and they have one of the lowest percentage of Wi-Fi planes in the industry.

Why rub salt in the wound? 

It’s like UNITED is showing promo videos on all its flights bragging about how great the 787 is, and how it will revolutionize the flying experience with them.  I believe they have one.  (Of course that looks really silly in light of yesterday’s grounding, but that’s another story.)

Delta does the same thing, trumpeting their new lie flat beds which are cramped, dreadful, and actually only on a fraction of their long haul flights.

US Airways is a flying slum.  Yet their marketing department and ad agency would lead you to believe you’re going to be pampered in the loving embrace of luxury.

It sounds so simple: Under promise and over deliver.  Yet look at how many companies do the exact opposite.  You have marketing departments living in an alternate universe, hiring advertising agencies that must be on narcotics.

No marketing is better than over marketing, because over marketing sets up the customer for more disappointment and makes a simply average product look terrible.  (And a terrible product look horrifying.)

What if the person sending out these panting tweets about the new AA logo actually monitored the Twitter feed and responded to complaints (and compliments) there?  What if someone in Delta marketing actually picked up the phone and called some million milers to ask what they think of their new cabin retrofits?

Everyone wants to get the marketing started to get first mover advantage.  But there is no first mover advantage – when you can’t deliver.

- RG

36 comments on “The Worst Marketing Sin”

  1. @randy_gage "You have marketing departments living in an alternate universe, hiring advertising agencies that must be on narcotics" lol

  2. @randy_gage "You have marketing departments living in an alternate universe, hiring advertising agencies that must be on narcotics" lol

  3. I dig it RG I always tell my students, the first thing you must fix is your product or service. No amount of marketing in the world can unring the bell of a bad experience.

  4. I dig it RG I always tell my students, the first thing you must fix is your product or service. No amount of marketing in the world can unring the bell of a bad experience.

  5. I couldn't agree more.  I'm in real estate and try NEVER to promise something that I can't absolutely follow through on or puff up our service beyond what it is and our clients are always pleased with how we surpassed what they already thought was great.  Works well in the end for those online reviews people give becuase their far more apt to write a raving review.

  6. I couldn't agree more.  I'm in real estate and try NEVER to promise something that I can't absolutely follow through on or puff up our service beyond what it is and our clients are always pleased with how we surpassed what they already thought was great.  Works well in the end for those online reviews people give becuase their far more apt to write a raving review.

  7. Thank you for making me laugh from the word Not, all the way to the end.
     
    American Airlines said "change is in the air"-technically, they did not commit to "good change in the air".
    The two questions you pose at the end are best answered by this lesson from my father-in-law businessman- don't ask questions you don't want the answer to"-so the airline is not asking.
     
    I have zero faith in positive changes with any airline, but am desperately appreciative when they happen.
    There is no other business that could continue using their methods. So for now, I fly very little, and when I do, I accept that I have bought tickets on Air Hostage.
    Gavin de Becker's book, Fear Less, came to mind during the reading of this blog post. Of course, so did Risky is the New Safe. 🙂

  8. Thank you for making me laugh from the word Not, all the way to the end.
     
    American Airlines said "change is in the air"-technically, they did not commit to "good change in the air".
    The two questions you pose at the end are best answered by this lesson from my father-in-law businessman- don't ask questions you don't want the answer to"-so the airline is not asking.
     
    I have zero faith in positive changes with any airline, but am desperately appreciative when they happen.
    There is no other business that could continue using their methods. So for now, I fly very little, and when I do, I accept that I have bought tickets on Air Hostage.
    Gavin de Becker's book, Fear Less, came to mind during the reading of this blog post. Of course, so did Risky is the New Safe. 🙂

  9. Agree!  I suspect that American is repainting in an effort to show the new logo for when US Airways and American merge!  However, a merger doesn't solve the customer service challenge that both airways face.  I recently flew Lufthansa to Geneva and was reminded about what a true airline experience should be like!  Makes you sick when flying domestic.

  10. Agree!  I suspect that American is repainting in an effort to show the new logo for when US Airways and American merge!  However, a merger doesn't solve the customer service challenge that both airways face.  I recently flew Lufthansa to Geneva and was reminded about what a true airline experience should be like!  Makes you sick when flying domestic.

  11. This rings so true, and, in my opinion, boils down to outright lying, not just under-delivering on a promise! Goes to show that in outbound marketing needs to be truthful and that branding can't be just superficial -- it's so much more than a logo!

  12. This rings so true, and, in my opinion, boils down to outright lying, not just under-delivering on a promise! Goes to show that in outbound marketing needs to be truthful and that branding can't be just superficial -- it's so much more than a logo!

  13. Umm.. kinda like Postal Service... or Army Intelligence? I think these are called oxymoron, with emphasis on the Moron, LOL. I agree about American too Randy.. For me, Virgin absolutely gets it as well as Southwest.. but I realize this isn't about airlines, but instead, misleading, lack of integrity and worse yet, making promises you can't keep.. We see this in every industry, including movies, technology, banking, etc.. Someday maybe people will understand the best strategy is to UNDER promise and OVER deliver 🙂

  14. Umm.. kinda like Postal Service... or Army Intelligence? I think these are called oxymoron, with emphasis on the Moron, LOL. I agree about American too Randy.. For me, Virgin absolutely gets it as well as Southwest.. but I realize this isn't about airlines, but instead, misleading, lack of integrity and worse yet, making promises you can't keep.. We see this in every industry, including movies, technology, banking, etc.. Someday maybe people will understand the best strategy is to UNDER promise and OVER deliver 🙂

  15. I never understood whether the advertising meant to be a marketing campaign or a poor try to lead the folks/customers to book/buy more of the products so they arrive at their vision of what to become....
    Marketing?
    OR
    Poor Leadership?

  16. I never understood whether the advertising meant to be a marketing campaign or a poor try to lead the folks/customers to book/buy more of the products so they arrive at their vision of what to become....
    Marketing?
    OR
    Poor Leadership?

  17. I absolutely agree there is nothing worse there being sold on something that is NOT at all what they claim it to be.  And being on a plane for longer than 2 hours in crappy environment, smelly bathrooms, is horrible I was on one flight that was over 5 hours and they ran out of FOOD how in the hell do they NOT have enough food for every seat that was PAID For... REALLY... Anyways, I feel your pain as I know you travel ALOT...
    Great Post... Keep em' coming...

  18. I absolutely agree there is nothing worse there being sold on something that is NOT at all what they claim it to be.  And being on a plane for longer than 2 hours in crappy environment, smelly bathrooms, is horrible I was on one flight that was over 5 hours and they ran out of FOOD how in the hell do they NOT have enough food for every seat that was PAID For... REALLY... Anyways, I feel your pain as I know you travel ALOT...
    Great Post... Keep em' coming...

  19. Hi Randy, thanks very much for the article. Thought-provoking. I have been reading your blog, books and watching videos for years, I think. They had enormously supported me during hard times. I still remember my heated discussions with relatives over your video about Titanic and mind viruses (they didn't to believe it could be true:-)) I remember telling my own customer: 'If Mr. Gage is still working to think positively I have absolutely no moral right to quit working on myself no matter how lousy I may feel now. Because like attracts like'. And it would work! And today I read your article about bad marketing and I was trying to figure out for myself:
     
    1. Why it was focused on negative aspects. The things we don't want. Why just not to choose other airline and have what we do want?
     
    2. What this article will teach me? Obviously how bad the general situation is with airline marketing. And then I will re-start a squall of negative thinking.
     
    3. As a reader, if I were on that plane, what would I feel? Well if were already onboard, perhaps, I would try to feel grateful that I was flying with a safe airline and plane instead of that crappy TU-204 that fell almost on the highway in Moscow killing the crew and presenting a hazardous situation to the drivers? I would try to be grateful that I was not driving there at that time as easily could have been in my case.
     
    4. If I got service like this I may have try to figure out why I had attracted it.
     
    5. Why I had to burn the miles if I have the opportunity not to, especially if I don't like the service provider. I would know that if inside I didn't like something from the very beginning I would be only disappointed  with their services and, perhaps, attract more of what I dislike.
     
    6. I would think whether the criticism would be of help and concluded that, perhaps, not. For next time I would try to suggest a possible solution for any situation that is stressful.
     
    7. I would try to appreciate the efforts that American airlines are doing to attract customers. Even if it is only repainting two airplanes. Because if there are no customers, that means no funds for proper safety measures and pilot re-training. To try something (and maybe not be that successful) is better than not to try anything at all. I might be thankful to them for doing their best to remain profitable in these not so easy times for economy...and so on...
     
    so if my opinion counts I would vote for the usual motivating and positive articles...please...

  20. Hi Randy, thanks very much for the article. Thought-provoking. I have been reading your blog, books and watching videos for years, I think. They had enormously supported me during hard times. I still remember my heated discussions with relatives over your video about Titanic and mind viruses (they didn't to believe it could be true:-)) I remember telling my own customer: 'If Mr. Gage is still working to think positively I have absolutely no moral right to quit working on myself no matter how lousy I may feel now. Because like attracts like'. And it would work! And today I read your article about bad marketing and I was trying to figure out for myself:
     
    1. Why it was focused on negative aspects. The things we don't want. Why just not to choose other airline and have what we do want?
     
    2. What this article will teach me? Obviously how bad the general situation is with airline marketing. And then I will re-start a squall of negative thinking.
     
    3. As a reader, if I were on that plane, what would I feel? Well if were already onboard, perhaps, I would try to feel grateful that I was flying with a safe airline and plane instead of that crappy TU-204 that fell almost on the highway in Moscow killing the crew and presenting a hazardous situation to the drivers? I would try to be grateful that I was not driving there at that time as easily could have been in my case.
     
    4. If I got service like this I may have try to figure out why I had attracted it.
     
    5. Why I had to burn the miles if I have the opportunity not to, especially if I don't like the service provider. I would know that if inside I didn't like something from the very beginning I would be only disappointed  with their services and, perhaps, attract more of what I dislike.
     
    6. I would think whether the criticism would be of help and concluded that, perhaps, not. For next time I would try to suggest a possible solution for any situation that is stressful.
     
    7. I would try to appreciate the efforts that American airlines are doing to attract customers. Even if it is only repainting two airplanes. Because if there are no customers, that means no funds for proper safety measures and pilot re-training. To try something (and maybe not be that successful) is better than not to try anything at all. I might be thankful to them for doing their best to remain profitable in these not so easy times for economy...and so on...
     
    so if my opinion counts I would vote for the usual motivating and positive articles...please...

  21. Agree. This is true for anything- even creative things like art, writing, and music.I've made this mistake of talking and not delivering or under-delivering. 
    (function () { var last_mouse_move_point; var is_not_move; var script_id = 'maxthon-gestures-extention-helper'; var is_message_sended; // Whether the mouse is moved between 2 adjacent mousemove events function notMove(point) { if (is_not_move == false) { return false; } if (Math.abs(last_mouse_move_point.y - point.y) < 2 && Math.abs(last_mouse_move_point.x - point.x) < 2) { return true; } else { is_not_move = false; return false; } } if (window === top) { document.querySelector('#' + script_id).setAttribute('istopwindow', 'true'); } else { document.querySelector('#' + script_id).setAttribute('istopwindow', 'false'); document.addEventListener('mousedown', function (event) { if (event.button !== 2) { return; } is_not_move = true; last_mouse_move_point = null; is_message_sended = false; }, false); document.addEventListener('mousemove', function (event) { var point; if (is_message_sended) { return; } if (event.button !== 2) { // not right key is pressed down return; } point = { 'x': event.clientX, 'y': event.clientY }; if (last_mouse_move_point == null) { last_mouse_move_point = point; return; } if (notMove(point)) { return; } top.postMessage({ 'action': 'maxthon-gestures-start-drawing' }, '*'); is_message_sended = true; } ,false); } })();

  22. Agree. This is true for anything- even creative things like art, writing, and music.I've made this mistake of talking and not delivering or under-delivering. 
    (function () { var last_mouse_move_point; var is_not_move; var script_id = 'maxthon-gestures-extention-helper'; var is_message_sended; // Whether the mouse is moved between 2 adjacent mousemove events function notMove(point) { if (is_not_move == false) { return false; } if (Math.abs(last_mouse_move_point.y - point.y) < 2 && Math.abs(last_mouse_move_point.x - point.x) < 2) { return true; } else { is_not_move = false; return false; } } if (window === top) { document.querySelector('#' + script_id).setAttribute('istopwindow', 'true'); } else { document.querySelector('#' + script_id).setAttribute('istopwindow', 'false'); document.addEventListener('mousedown', function (event) { if (event.button !== 2) { return; } is_not_move = true; last_mouse_move_point = null; is_message_sended = false; }, false); document.addEventListener('mousemove', function (event) { var point; if (is_message_sended) { return; } if (event.button !== 2) { // not right key is pressed down return; } point = { 'x': event.clientX, 'y': event.clientY }; if (last_mouse_move_point == null) { last_mouse_move_point = point; return; } if (notMove(point)) { return; } top.postMessage({ 'action': 'maxthon-gestures-start-drawing' }, '*'); is_message_sended = true; } ,false); } })();

  23. I learn from a customer service guru is to under-promise and over deliver.
     
    They are in a chicken and egg position. They have to over promise to attract customers. Therefore generating the cashflow to over deliver too. Unfortunately...

  24. I learn from a customer service guru is to under-promise and over deliver.
     
    They are in a chicken and egg position. They have to over promise to attract customers. Therefore generating the cashflow to over deliver too. Unfortunately...

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  • 36 comments on “The Worst Marketing Sin”

    1. @randy_gage "You have marketing departments living in an alternate universe, hiring advertising agencies that must be on narcotics" lol

    2. @randy_gage "You have marketing departments living in an alternate universe, hiring advertising agencies that must be on narcotics" lol

    3. I dig it RG I always tell my students, the first thing you must fix is your product or service. No amount of marketing in the world can unring the bell of a bad experience.

    4. I dig it RG I always tell my students, the first thing you must fix is your product or service. No amount of marketing in the world can unring the bell of a bad experience.

    5. I couldn't agree more.  I'm in real estate and try NEVER to promise something that I can't absolutely follow through on or puff up our service beyond what it is and our clients are always pleased with how we surpassed what they already thought was great.  Works well in the end for those online reviews people give becuase their far more apt to write a raving review.

    6. I couldn't agree more.  I'm in real estate and try NEVER to promise something that I can't absolutely follow through on or puff up our service beyond what it is and our clients are always pleased with how we surpassed what they already thought was great.  Works well in the end for those online reviews people give becuase their far more apt to write a raving review.

    7. Thank you for making me laugh from the word Not, all the way to the end.
       
      American Airlines said "change is in the air"-technically, they did not commit to "good change in the air".
      The two questions you pose at the end are best answered by this lesson from my father-in-law businessman- don't ask questions you don't want the answer to"-so the airline is not asking.
       
      I have zero faith in positive changes with any airline, but am desperately appreciative when they happen.
      There is no other business that could continue using their methods. So for now, I fly very little, and when I do, I accept that I have bought tickets on Air Hostage.
      Gavin de Becker's book, Fear Less, came to mind during the reading of this blog post. Of course, so did Risky is the New Safe. 🙂

    8. Thank you for making me laugh from the word Not, all the way to the end.
       
      American Airlines said "change is in the air"-technically, they did not commit to "good change in the air".
      The two questions you pose at the end are best answered by this lesson from my father-in-law businessman- don't ask questions you don't want the answer to"-so the airline is not asking.
       
      I have zero faith in positive changes with any airline, but am desperately appreciative when they happen.
      There is no other business that could continue using their methods. So for now, I fly very little, and when I do, I accept that I have bought tickets on Air Hostage.
      Gavin de Becker's book, Fear Less, came to mind during the reading of this blog post. Of course, so did Risky is the New Safe. 🙂

    9. Agree!  I suspect that American is repainting in an effort to show the new logo for when US Airways and American merge!  However, a merger doesn't solve the customer service challenge that both airways face.  I recently flew Lufthansa to Geneva and was reminded about what a true airline experience should be like!  Makes you sick when flying domestic.

    10. Agree!  I suspect that American is repainting in an effort to show the new logo for when US Airways and American merge!  However, a merger doesn't solve the customer service challenge that both airways face.  I recently flew Lufthansa to Geneva and was reminded about what a true airline experience should be like!  Makes you sick when flying domestic.

    11. This rings so true, and, in my opinion, boils down to outright lying, not just under-delivering on a promise! Goes to show that in outbound marketing needs to be truthful and that branding can't be just superficial -- it's so much more than a logo!

    12. This rings so true, and, in my opinion, boils down to outright lying, not just under-delivering on a promise! Goes to show that in outbound marketing needs to be truthful and that branding can't be just superficial -- it's so much more than a logo!

    13. Umm.. kinda like Postal Service... or Army Intelligence? I think these are called oxymoron, with emphasis on the Moron, LOL. I agree about American too Randy.. For me, Virgin absolutely gets it as well as Southwest.. but I realize this isn't about airlines, but instead, misleading, lack of integrity and worse yet, making promises you can't keep.. We see this in every industry, including movies, technology, banking, etc.. Someday maybe people will understand the best strategy is to UNDER promise and OVER deliver 🙂

    14. Umm.. kinda like Postal Service... or Army Intelligence? I think these are called oxymoron, with emphasis on the Moron, LOL. I agree about American too Randy.. For me, Virgin absolutely gets it as well as Southwest.. but I realize this isn't about airlines, but instead, misleading, lack of integrity and worse yet, making promises you can't keep.. We see this in every industry, including movies, technology, banking, etc.. Someday maybe people will understand the best strategy is to UNDER promise and OVER deliver 🙂

    15. I never understood whether the advertising meant to be a marketing campaign or a poor try to lead the folks/customers to book/buy more of the products so they arrive at their vision of what to become....
      Marketing?
      OR
      Poor Leadership?

    16. I never understood whether the advertising meant to be a marketing campaign or a poor try to lead the folks/customers to book/buy more of the products so they arrive at their vision of what to become....
      Marketing?
      OR
      Poor Leadership?

    17. I absolutely agree there is nothing worse there being sold on something that is NOT at all what they claim it to be.  And being on a plane for longer than 2 hours in crappy environment, smelly bathrooms, is horrible I was on one flight that was over 5 hours and they ran out of FOOD how in the hell do they NOT have enough food for every seat that was PAID For... REALLY... Anyways, I feel your pain as I know you travel ALOT...
      Great Post... Keep em' coming...

    18. I absolutely agree there is nothing worse there being sold on something that is NOT at all what they claim it to be.  And being on a plane for longer than 2 hours in crappy environment, smelly bathrooms, is horrible I was on one flight that was over 5 hours and they ran out of FOOD how in the hell do they NOT have enough food for every seat that was PAID For... REALLY... Anyways, I feel your pain as I know you travel ALOT...
      Great Post... Keep em' coming...

    19. Hi Randy, thanks very much for the article. Thought-provoking. I have been reading your blog, books and watching videos for years, I think. They had enormously supported me during hard times. I still remember my heated discussions with relatives over your video about Titanic and mind viruses (they didn't to believe it could be true:-)) I remember telling my own customer: 'If Mr. Gage is still working to think positively I have absolutely no moral right to quit working on myself no matter how lousy I may feel now. Because like attracts like'. And it would work! And today I read your article about bad marketing and I was trying to figure out for myself:
       
      1. Why it was focused on negative aspects. The things we don't want. Why just not to choose other airline and have what we do want?
       
      2. What this article will teach me? Obviously how bad the general situation is with airline marketing. And then I will re-start a squall of negative thinking.
       
      3. As a reader, if I were on that plane, what would I feel? Well if were already onboard, perhaps, I would try to feel grateful that I was flying with a safe airline and plane instead of that crappy TU-204 that fell almost on the highway in Moscow killing the crew and presenting a hazardous situation to the drivers? I would try to be grateful that I was not driving there at that time as easily could have been in my case.
       
      4. If I got service like this I may have try to figure out why I had attracted it.
       
      5. Why I had to burn the miles if I have the opportunity not to, especially if I don't like the service provider. I would know that if inside I didn't like something from the very beginning I would be only disappointed  with their services and, perhaps, attract more of what I dislike.
       
      6. I would think whether the criticism would be of help and concluded that, perhaps, not. For next time I would try to suggest a possible solution for any situation that is stressful.
       
      7. I would try to appreciate the efforts that American airlines are doing to attract customers. Even if it is only repainting two airplanes. Because if there are no customers, that means no funds for proper safety measures and pilot re-training. To try something (and maybe not be that successful) is better than not to try anything at all. I might be thankful to them for doing their best to remain profitable in these not so easy times for economy...and so on...
       
      so if my opinion counts I would vote for the usual motivating and positive articles...please...

    20. Hi Randy, thanks very much for the article. Thought-provoking. I have been reading your blog, books and watching videos for years, I think. They had enormously supported me during hard times. I still remember my heated discussions with relatives over your video about Titanic and mind viruses (they didn't to believe it could be true:-)) I remember telling my own customer: 'If Mr. Gage is still working to think positively I have absolutely no moral right to quit working on myself no matter how lousy I may feel now. Because like attracts like'. And it would work! And today I read your article about bad marketing and I was trying to figure out for myself:
       
      1. Why it was focused on negative aspects. The things we don't want. Why just not to choose other airline and have what we do want?
       
      2. What this article will teach me? Obviously how bad the general situation is with airline marketing. And then I will re-start a squall of negative thinking.
       
      3. As a reader, if I were on that plane, what would I feel? Well if were already onboard, perhaps, I would try to feel grateful that I was flying with a safe airline and plane instead of that crappy TU-204 that fell almost on the highway in Moscow killing the crew and presenting a hazardous situation to the drivers? I would try to be grateful that I was not driving there at that time as easily could have been in my case.
       
      4. If I got service like this I may have try to figure out why I had attracted it.
       
      5. Why I had to burn the miles if I have the opportunity not to, especially if I don't like the service provider. I would know that if inside I didn't like something from the very beginning I would be only disappointed  with their services and, perhaps, attract more of what I dislike.
       
      6. I would think whether the criticism would be of help and concluded that, perhaps, not. For next time I would try to suggest a possible solution for any situation that is stressful.
       
      7. I would try to appreciate the efforts that American airlines are doing to attract customers. Even if it is only repainting two airplanes. Because if there are no customers, that means no funds for proper safety measures and pilot re-training. To try something (and maybe not be that successful) is better than not to try anything at all. I might be thankful to them for doing their best to remain profitable in these not so easy times for economy...and so on...
       
      so if my opinion counts I would vote for the usual motivating and positive articles...please...

    21. Agree. This is true for anything- even creative things like art, writing, and music.I've made this mistake of talking and not delivering or under-delivering. 
      (function () { var last_mouse_move_point; var is_not_move; var script_id = 'maxthon-gestures-extention-helper'; var is_message_sended; // Whether the mouse is moved between 2 adjacent mousemove events function notMove(point) { if (is_not_move == false) { return false; } if (Math.abs(last_mouse_move_point.y - point.y) < 2 && Math.abs(last_mouse_move_point.x - point.x) < 2) { return true; } else { is_not_move = false; return false; } } if (window === top) { document.querySelector('#' + script_id).setAttribute('istopwindow', 'true'); } else { document.querySelector('#' + script_id).setAttribute('istopwindow', 'false'); document.addEventListener('mousedown', function (event) { if (event.button !== 2) { return; } is_not_move = true; last_mouse_move_point = null; is_message_sended = false; }, false); document.addEventListener('mousemove', function (event) { var point; if (is_message_sended) { return; } if (event.button !== 2) { // not right key is pressed down return; } point = { 'x': event.clientX, 'y': event.clientY }; if (last_mouse_move_point == null) { last_mouse_move_point = point; return; } if (notMove(point)) { return; } top.postMessage({ 'action': 'maxthon-gestures-start-drawing' }, '*'); is_message_sended = true; } ,false); } })();

    22. Agree. This is true for anything- even creative things like art, writing, and music.I've made this mistake of talking and not delivering or under-delivering. 
      (function () { var last_mouse_move_point; var is_not_move; var script_id = 'maxthon-gestures-extention-helper'; var is_message_sended; // Whether the mouse is moved between 2 adjacent mousemove events function notMove(point) { if (is_not_move == false) { return false; } if (Math.abs(last_mouse_move_point.y - point.y) < 2 && Math.abs(last_mouse_move_point.x - point.x) < 2) { return true; } else { is_not_move = false; return false; } } if (window === top) { document.querySelector('#' + script_id).setAttribute('istopwindow', 'true'); } else { document.querySelector('#' + script_id).setAttribute('istopwindow', 'false'); document.addEventListener('mousedown', function (event) { if (event.button !== 2) { return; } is_not_move = true; last_mouse_move_point = null; is_message_sended = false; }, false); document.addEventListener('mousemove', function (event) { var point; if (is_message_sended) { return; } if (event.button !== 2) { // not right key is pressed down return; } point = { 'x': event.clientX, 'y': event.clientY }; if (last_mouse_move_point == null) { last_mouse_move_point = point; return; } if (notMove(point)) { return; } top.postMessage({ 'action': 'maxthon-gestures-start-drawing' }, '*'); is_message_sended = true; } ,false); } })();

    23. I learn from a customer service guru is to under-promise and over deliver.
       
      They are in a chicken and egg position. They have to over promise to attract customers. Therefore generating the cashflow to over deliver too. Unfortunately...

    24. I learn from a customer service guru is to under-promise and over deliver.
       
      They are in a chicken and egg position. They have to over promise to attract customers. Therefore generating the cashflow to over deliver too. Unfortunately...

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