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" Customers who have to come back and spend, or customers who just don't want the hassle of leaving - those are the ones who are most worth attracting. "

Margaret Heffernan

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" One of the sad truths about leadership is that, the higher up the ladder you travel, the less you know. "

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" Building businesses takes tremendous stamina, and success isn't achieved without it. "

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" I regularly take my entrepreneurship students out walking because I want to get them in the habit of noticing and thinking about what they notice. They have to leave their phones behind to learn the basic lesson: Be where you are. "

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" As a mother, I work hard every day and I expect that work to be recognized and appreciated. Because I work for and with human beings, sometimes they're grateful and sometimes they aren't. "

Margaret Heffernan

" Very few entrepreneurs start their business on the back of market research. Instead, they have tremendous zeitgeist, honed by paying attention to where they are. "

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" Making those around you feel invisible is the opposite of leadership. "

Margaret Heffernan

" A great deal of creativity is about pattern recognition, and what you need to discern patterns is tons of data. Your mind collects that data by taking note of random details and anomalies easily seen every day: quirks and changes that, eventually, add up to insights. "

Margaret Heffernan

" All businesses and jobs depend on a vast number of people, often unnoticed and unthanked, without which nothing really gets done. They are all human and deserve respect and gratitude. "

Margaret Heffernan

" It is nobody's right to be waited on and nobody's fate to do the waiting. "

Margaret Heffernan

" The single hardest part of leading any organization is knowing what is going on. There's too much noise in the system, too much complexity: you absolutely depend on people speaking up and raising concerns. "

Margaret Heffernan

" Those in powerless positions aren't about to complain about bullying bosses, abusive supervisors or corrupt co-workers. There is no safe way to do so and no process that promises redress. "

Margaret Heffernan

" Clearing your head of distractions in order to notice and understand the people you are with can feel inefficient - there are so many other people and issues to think about. But being present makes you effective. "

Margaret Heffernan

" In our house, Mother's Day is every day. Father's Day, too. In our house, parents count. They do important work and that work matters. One day just doesn't cut for us. "

Margaret Heffernan

" Every organization has issues and concerns which are known about by many people who choose to remain silent. "

Margaret Heffernan

" When you use words loosely, without care and consideration, you erode trust in yourself and in what you're saying. When you squander words, you diminish your power. "

Margaret Heffernan

" The cell phone has become the adult's transitional object, replacing the toddler's teddy bear for comfort and a sense of belonging. "

Margaret Heffernan

" A great advantage of a large corporation is supposed to be the large pool of talent in which its leaders can find and groom high achievers and successors. "

Margaret Heffernan

" Everyone I know feels harassed by email which has invaded their waking and sleeping hours. "

Margaret Heffernan

" Research shows that when we read words on paper, it reduces our stress levels by nearly 70 percent. We also read more carefully than on tablets or laptops. "

Margaret Heffernan

" Many CEOs and leaders think that silence is indeed golden, that consensus is bliss. It is - sometimes. But more often what it signifies is that there are no respected processes for surfacing concerns and dissent. "

Margaret Heffernan

" British innovation in design, in the creative arts, in engineering and manufacturing is world class. "

Margaret Heffernan

" The truth won't set us free - until we develop the skills and the habit and the talent and the moral courage to use it. "

Margaret Heffernan

" For good ideas and true innovation, you need human interaction, conflict, argument, debate. "

Margaret Heffernan

" Making a company fit to sell may be the only way to ensure you never need a buyer. "

Margaret Heffernan