Customer service. Everyone has a customer-service story, whether good, bad or in between. This is certainly true for those of us who work in the industry—we not only need service as consumers, we provide it every day! This puts us in an interesting position, being on both sides of the customer-service equation. We know how it feels to be the desperate caller who needs something on their account fixed, and we know how it feels to be the well-intentioned representative, trying to provide the best service we possibly can. In light of this, I think the four agreements discussed in Don Miguel Ruiz’s