How is this going to affect that individual, or this group of people? What are they going to say? To feel? Will they know why you made that decision or will they think you did it arbitrarily? When we talked about product support, it wasn't evaluated as an expense line. It was a service—for people. The focus was always on the value you could deliver to your customers, employees, partners, and shareholders—and what they and others thought about it and about you. You might not hear it in the first session. You might not hear it in the second session. But, unless you were deaf, by the end of the
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