Experience is Not the Best Teacher

The world comes to me as a fact, but I decide what to conclude from here.
Peter Block, The Answer to How is Yes

What is an experience but the present moment of a particular circumstance? They are as fleeting as they are arresting; as real as they are imagined; and as useful to us as they are benign. Experiences are like the sounds of the pendulum’s swing rushing through the air one moment, while telling the lessons of time about the dial in the next. They are all around us, but alone, experiences are neither good nor bad, right nor wrong, worthwhile or a waste . . . at least not until they are reflected upon . . . given relevance and meaning as a result.

Thus, experience is not the best teacher; rather, it is reflected experience that is the best instructor of life. Not until something becomes relevant to a person can it ever affect a change in their behavior or thinking. And not until something is reflected upon—a past experience that is pondered, considered, and internalized in search of its meaning and lesson, can it ever become relevant.

Relevance is discerned through reflection. Change is made through relevance.

It is at the point of relevance, or realization, that our experiences become useful to us; they change us and we discover how behaviors affect outcomes, and how behaviors adjusted can modify our outcomes. Therefore, reflected experience is the only effective means to get people to change, grow, and be successful.

What Does All This Mean to the Sales Professional?

Beware of amassing a lifetime of sales experience that yields no value aside from the commission. Beware of a life that says twenty years of sales experience equates to superior sales prowess and success. It’s a virtual proverb that experienced means none other than you have a lot of time accrued in the industry.

Experience counts for nothing in many instances. Why? Because sales professionals often never take the time to reflect upon those experiences so they may learn and grow and become a better person and professional.

Reflection is Evaluation

Evaluate your activities and your sales conversations. Let others do the same. Be honest with yourself when doing so—analyze your marketing efforts and your sales techniques. Formulate a simple means (i.e. checklist) that causes you to reflect from time to time on your daily, weekly, monthly or yearly experiences.

It is not all that important how often you reflect upon your experiences as a sales professional, nor is it that important how you evaluate yourself either. What is important is that you do it. Plain and simple as it sounds, schedule time if you have to to reflect upon your business activities and results. The outcome will be growth for you personally and professionally.

A Final Note on Reflected Experience

Never expect training to change behavior or to provide a pathway to personal and professional growth. Training, particularly classroom sales training, has no real value in many organizations. Why? Because most training is very brief, impractical, and lacks a “reflection” component as well.

No one is going to change as a result of our desires.
Peter Block, The Answer to How is Yes

Many Learning & Development divisions within sales organizations fail at achieving positive change for sales professionals because a follow-up component (reflection – evaluation of sales experience) is missing in their training model. Those units would be more accurately named Learning rather than Learning & Development because little to no development ever actually occurs.

Don’t be like so many other sales professionals or organizations, who never take the time to reflect upon their sales and marketing experiences in order to learn from mistakes and successes.

Experience is Not the Best Teacher. Reflected Experience is the Best Teacher.

Copyright © 2010 - Tony Cefalu

Sell the Experience Pt IV (Final)

About 15 years ago, I relocated to another area of the state for business reasons. As a result, I had the dubious task of having to find a new family doctor. And as many of you know, doctors and I don't mix well. I figure they tolerate me as a non-compliant patient and I tolerate them as pious know it alls. Terrible attitude, I know. I'm working on it…really!

Anyway, I went to this family doctor after finally getting sick one day. After the appointment, I saw my wife. Fearing the worst had happened, she asked how it went with a subtle wince. I told her, "Great!" "In fact, it went better than great. This doctor is absolutely the best doctor I have ever had. I'm going to recommend her to all my friends. That's how good she is. For once in my life, I think I've found a good doctor I can trust and stay with."

In shocked amazement she smiled and asked, "How do you know she's any good? Did you see where she graduated from? Did she tell you her grades in school? Did you ask her where she did her residency? What was it that made you think she was great and a keeper as a family doctor?" I thought for a second and simply said," Because I liked her."

"She was pleasant. She listened. Her staff was great. They smiled. I waited a long time, but when they called my name, they apologized for the wait and told me that the doctor had an emergency case come in. That's why it took so long. They didn't want me to think that they didn't appreciate my waiting; that I was important to them." Hear what I'm saying…the entire office experience...from the pleasant environment of the office itself, to my contact with the staff and doctor…their genuinely nice manner and concern for me...made me feel good even though I waited an extraordinary amount of time in the waiting room. Do you think we can learn something from this experience? You bet we can! Don't think for one second that my "favorite" new doctor and her staff aren't in sales…They are; and doing a good job of it!

Now, I'm not claiming that the entire experience was fun, problem free, and some life changing experience for me. It wasn't like that. I'm also not claiming that substance doesn't matter, because it does. I am simply pointing out the fact that when coupled with positive emotional experiences in the business environment, sales professionals can take their profession AND results to the next level. It's a nuance of the experts…that extra honing of the business craft and the art of sales that we can begin to take advantage of…it's that little extra which makes the difference between good and great.

Choices are emotional. Buying is a choice. It can generate negative feelings or positive feelings. How is it with you? How do you make your customers feel?

Are you giving them what they want...attention, empathy, consideration, reliability, honesty, helpful and pleasant service, convenience, follow-up, kept promises, genuine appreciation? In order to do that, it starts with a belief in who we are and what we offer. Remember, we're "cool" and people need us…they truly need us. It doesn't get any better than that.

By the way, the rest of my story is that United Healthcare decided to pull out of the area last year. Consequently, my "favorite" new doctor was no longer a subscriber under my health insurance plan. I refused to go to a different doctor. Instead, I paid out of pocket for an entire year before a new contract with United Healthcare was negotiated with the local hospital and subscribing physicians. But then, I was willing to do that because...I liked her…I liked her staff, and the entire office environment. They made me feel special.

Copyright © 2010 - Tony Cefalu

Sell the Experience Pt III

So, do you want more customers? Do you want to keep the ones you have? Then SMILE…even when you don't want to! Brighten someone's' day and you'll end up brightening up your own. What reward is there anyway in only smiling when you feel like it? Give a good handshake. Make them feel important and special…because they are important. Make them feel at home. Talk about what they like. Be friendly. Give the customer the experience they are looking for and want! I'm not saying you have to be a phony or unprofessionally "giddy" in front of people…but be genuine, friendly, considerate…and interested in them. People will "sniff that out" and will react positively towards you in return.

I know, some of you reading this are are saying , "We do all that stuff already. Besides, doesn't it just come naturally to most of us who are in the people business anyway?". Well, I'm not buying that one. Most people have to work at being friendly and creating positive customer experiences.

So, at every juncture of customer contact (I call those junctures Customer Perception Points, or CPPs) with your office, what are customers feeling? What's your strategy to enhance their buying or transaction experience? What CPPs have you identified as the most important; that have the greatest impact on customer retention and the buying process? What's your business habit…your E-Tactic (Emotion Tactic)?

When customers call in, are they greeted cheerfully? What is said? When they walk in, do you smile at them and tell them how glad you are to see them? Do you make them feel special, valued or important? Do you have a strategy so they don't feel ignored?

How about when a customer complains; do you have an "apology" strategy that makes them feel 'heard' and validated? When you are having a sales conversation, do you get the customer talking about what they are interested in and 'like'.

How do you treat customers when they first walk into your office/agency? Do you offer them a token of our appreciation in the form of a "give-away" item or a cup of coffee or water? Are they complimented on meeting with you? Do you offer them a nice chair to sit in?

Do you make things easy, smooth, and as effortless as possible when transacting business with them? When there's a claim, do you have a strategy to empathize and help them get the process started. Or do you just do what comes naturally…or what you THINK comes naturally to be but really doesn't!

How's the lighting in your office? Is it too dim or worse yet, does it create a depressing mood that puts the customer in a negative mindset? Is the office too noisy or full of distractions? Are there smells that are objectionable? These are questions that can't be ignored if you are to begin to truly differentiate yourself from the 'other guy'.

Think about it. Can you have constructive weekly team meetings with your associates that have on the agenda things such as 'CPPs and how we can enhance the customer experience' when it comes to claim time for auto; for homeowners; for health, or life insurance? That would be a great start to differentiating your agency from the competition. Begin by asking your team members, "What does the customer want come claim time?" Your answers will frame your strategy.

By the way…what's so wrong with giving the customer what they want? We're in business to do that…aren't we?

Copyright © 2010 - Tony Cefalu

Sell the Experience Pt.II

Herb Kehlleher, former CEO of Southwest Airlines said, "I keep telling them (visitors to Southwest Airlines) that the intangibles are far more important than the tangibles in the competitive world because, obviously, you can replicate the tangibles. You can get the same airplane. You can get the same ticket counters. You can get the same computers. But the hardest thing for a competitor to match is your culture and the spirit of your people and their focus on customer service because that isn't something you can do overnight and it isn't something that you can do without a great deal of attention every day in a thousand different ways."

Southwest is one of a few profitable airline companies out there today.

What was Kehlleher really saying? Certainly the 'tangibles' matter with any business. For instance, a tangible, quality product is a requirement to be an impact player in any market. That is irrefutable. But what Kelleher was saying is this: "It is the 'little things' that matter most to customers. Business doesn't thrive on what it has or is to a customer, rather it thrives on what it does for its customers and how it makes them 'feel'.

Kelleher was also saying that it is the subtleties of everyday life; the smile, the firm handshake, the attention given and the courtesy shown to a customer that can mean the difference between success and failure in business. The intangibles are those things that the customer experiences and feels and, in the great majority of cases, ultimately relies on when deciding where to buy...and from whom they will buy it from. The intangibles differentiate us from the crowded competitive landscape and get us remembered and referred for future sales.

But instead, businesses all too often focus on the tangible elements of such things as the number of marketing calls made, or the number of sales appointments set and sales made in a given week or month. All these things are important to track and know. But it is the tracking and understanding of what 'really' has the power and allure to get an individual to want to buy that is best to master and know.

Call it the E-Factor for Experience or Emotional Factor. Whatever name you give it, the truth remains the same. How a customer feels, particularly when they buy and make choices, makes the difference between closing a sale and not closing a sale. The E-Factor is the difference!

So, what are your customers experiencing and feeling when they walk into your office? How about when they call in to your office or business? What about at claim time, how do you make them feel; comforted, nervous, uncertain? Is their experience a positive one?

Your answer can be the difference between whether you have a successful business or not.

Copyright © 2010 - Tony Cefalu

Sell the Customer the Experience Pt.1

Ari Weinzwig, cofounder of Zingerman's delicatessen in Ann Arbor, Michigan ("That Place Up North") which generates $10 million in annual revenues describes to his staff the importance positive emotional experiences have in the day-to-day operation of his business…

"I tell our people that you want the customer to think they're the best thing that has happened to you all day. We're not here to sell a loaf of bread or a sandwich or an apple. We're selling them an experience. It's not enough to sell people a great bottle of olive oil. Who cares? You've got to give them a great experience. People are going to go where they have a great experience, where it's fun, where they are appreciated."

Now, I know we aren't in the delicatessen business. In fact, I'm glad we're not in the delicatessen business! What we do is much "cooler" than that. What we do ought to spark some passion within each of us. That passion translates into a genuine care for what we do…and who we serve.

Think about it for a moment. We help keep hopes and dreams alive in the midst of material loss, or worse yet, the loss of a loved one. We help keep families together that might otherwise succumb to the financial strains that can so often break the human will and spirit when tragedy occurs. We help people keep their self dignity and self respect by providing them with choices through the things that we do, particularly when it comes to our health products. We help people maintain peace of mind by taking the worry from them. We help people with a good conscience through the insurance, investments, and services we provide. We are cool…and what we do matters.

So, if a delicatessen owner understands the "business" importance of a good customer experience and how EMOTIONS factor into the decision to buy and stay with a particular sales professional or place, then why can't we?

Researchers tell us that 60% of the customers who leave a sales professional or place of business is not because of the quality of the product. In fact, only 14% truly leave or switch for that reason. No, the primary reason that the great majority of people "defect' or leave us is because of the way they are treated. Or you might say, they leave because of how we make them feel! Ah oh! You mean I need to evaluate my office systems to include making the customer "feel good"; to have a "positive experience?"

Yep! That would be my advice.

Customers are Always Emotional When Buying or Transacting Business.
Buying is NEVER an Emotionally Neutral Event. Turn it to the Positive Side of Things.

Copyright © 2010 - Tony Cefalu

Advice to New Agents Pt III (Final)

1.) Be Urgent
2.) Don't Be Patient with Your Needs
3.) Keep Your Focus
4.) If You Think It; Ink It
5.) The Will to Win is Not as Important as the Will to Plan to Win
6.) Control Your Calendar

7.) You are not responsible for results. I have yet to meet a sales professional who could make another person buy from them. No one can make another person do something they don't want to do short of using threats of bodily harm or some other similarly egregious method. My point here is that no one individual can "crawl" into the mind of another person, push the "buy" button of their intellect and emotions and drive someone else's impulse to buy. No one has that kind of power as a sales professional. But, what we do possess as sales professionals is the ability to powerfully and effectively persuade people to want to buy through the spark of individual self-discovery.

With that in mind, consider that even the best of sales professionals have "dry spells;" periods where they don't sell anything...days, weeks, or even months where they fall short of their sales goals. Why does that happen? It happens because of the nature of human beings to be creatures of emotion and individual will that can often be unpredictable.

Too often, a sales professional will internalize rejection and the failure to close a sale. This can have disastrous affects on individual morale and happiness. Don't do that to yourself. Recognize your role as a persuader and not a "manipulator" of people. And recognize that at the confluence of artful persuasion on the part of the sales professional and individual will on the part of the customer does a sale ever close.

Therefore, the best a sales professional can ever hope for is to engage in as persuasive a sales conversation as possible with individuals in order to serve as the catalyst for their self-discovery and action towards buying. You are not responsible for results...What a sales professional is responsible for is right behaviors, or executing on the right processes that are proven to be compelling and persuasive to people.

Simply said; focus your attention on your own behaviors, or processes. Be certain to execute on those time honored methods and processes you know to be successful in yielding positive sales results. Be as persuasive and thought provoking as possible with people. And because of human nature and the strength of individual will in the buying decision; "some will, some won't, so what...next customer!" Remember, you are not responsible for results; just right behaviors. You'll be much happier professionally and personally if you adopt this "thinking."

Michael Dell, of Dell Computer, was once asked if he was concerned about the competition duplicating his ideas and his business model. His response to the question was this; "Not at all, I know we will execute better."  Execute better than your competition. Resist the urge to chase down a sale...to focus on the results.  Instead, chase down excellence in execution. The sales will follow just as the sun will rise in the east tomorrow morning. It is inevitable. You are not responsible for results...You are only responsible for right behaviors.

8.) Freedom can kill you. I've often commented in the past that people are as lazy as they dare to be...And it appears to me that some people dare greatly! One of the great benefits to being a sales professional is having the liberty to set your own work schedule. One of the great dangers of being a sales professional is having the liberty to set your own work schedule.

Yes; the flexible work hours associated with the sales profession is very attractive to industry newcomers. But, the attraction can easily become an affliction. Because of the freedom enjoyed with making one's own schedule and determining when you will "work" and for how long, there is a corresponding burden of responsibility to work; regularly and effectively. With the privilege of a flexible time schedule comes the responsibility and discipline of getting up every day and in executing on marketing & sales processes.

It's not glamorous work that we do as sales professionals, but it is worthwhile and rewarding work personally and monetarily. Success is rarely a chance thing. Often, it is something that is deliberate, calculated, and can be seen dressed in the clothing of "hard work." Success requires an individual to fight the temptation to seek the easiest path, to resist the allure to sleep in late into the morning, or to complete a task that could easily be delayed or avoided altogether.

Freedom can kill a sales professional...Don't let it kill you.

In summary, my advice to new sales professionals is this:
1.) Be Urgent
2.) Don't Be Patient with Your Needs
3.) Keep Your Focus
4.) If You Think It; Ink It
5.) The Will to Win is Not as Important as the Will to Plan to Win
6.) Control Your Calendar
7.) You are Not responsible for Results...Just Right Behaviors
8.) Freedom can Kill You if You are not Careful

Copyright © 2010 - Tony Cefalu

Advice for New Agents Part II

Previously, I had outlined the first of several recommendations to help new agents start their careers on the right track and to realize longterm success. They are:

1.) Be Urgent
2.) Don't be Patient with Your Needs
3.) Keep Your Focus

My recommendations continue with the following:

4.) If you Think It; Ink It. Years ago, author, businessman and sales expert, Ron Willingham, taught me the value & power of writing goals and benchmarks down on paper. Writing down your plans, goals, and strategies for success does something positive for you. For one, it makes the goal tangible and "more" real. Your ambitions become codified to a degree when they are written down; they become part of a record or public document that others can possibly see and note. Whatever the driving force or "magic" that is found with writing down your goals happens to be, the fact that it helps you to accomplish what you set out to do is undeniable. So, if you think it, ink it in order to be successful.

(Mark McCormick in his book, What They Don’t Teach You at Harvard Business School, tells of a Harvard study conducted between 1979 and 1989. In 1979, graduates of the MBA program were asked to set clear written goals for their future and their plans to accomplish them. It turned out only 3 percent of the graduates had written goals, 13 percent had goals but they were not in writing and 84 percent had no specific goals at all aside from getting out of school and enjoying the summer.Ten years later, in 1989, the researchers again interviewed the members of that same graduating class. They found that the 13 percent who had goals that were not in writing were earning, on average, twice as much as the 84 percent of students who had no goals at all. Most surprisingly, they found that the 3 percent of graduates who had clear, written goals were earning, on average, 10 times more than 97 percent of their graduating class. The only difference between the groups was the clarity of goals they had set (and spelled out) for themselves when they graduated.)

5.) The Will to Win is Not as Important as the Will to Plan to Win. If ever I had an adopted mantra, it would be those words. I cannot overstate the importance preparation and planning is to being successful. The assumption that success "just happens" to a person is all too often an accepted viewpoint. Success is a deliberate act. I encourage everyone to be deliberate with their goals, ambitions, and their lives as much as is possible for them. If you want to be successful in business and in sales, then plan on success. Write down your goals and measures for success. Give those goals a time-line to be followed. Plan out a path to success one step at a time. Regularly review your plan...adjust your methods...And for goodness sake, act on your plan. Nothing gets done until someone does something. So plan your success and act upon it. The will to win is not as important as the will to plan to win. Plenty of people with strong wills, exceptional talent, and enviable privilege fail in life. Why? They fail because they relied on their will, talents and privilege to make them successful. They never thought to plan out their success. Be deliberate. Plan to be successful.

6.) Control Your Calendar...or someone else will. A challenge that faces everyone who is working, employee and employer alike, is time management. For the new agent that is busy with marketing & sales activities, controlling your calendar and utilizing the limited resource of time as efficiently as possible is a critical element to success and happiness. Get a calendar, use it, plan out your days and weeks with activities that are marketing & sales related. Develop regular habit patterns in your work schedule that are targeted at getting people in front of you (marketing) and in holding sales conversations with as many people as possible. Push to the periphery of your work day those tasks that are not marketing & sales oriented. Confirm appointments and reschedule them as appropriate. If you have a 5:00 pm sales appointment and 7:00 pm sales appointment on the same day, call the 7:00 pm appointment and see if they will move up to the open 6:00pm slot. Be accommodating with your schedule...But don't be at the mercy of everyone else's whim & calendar as well. Strike a balance with your available work time that is reasonable. If you allow others to control your calendar, you run the risk of becoming gradually frustrated and embittered as a sales professional.

Copyright © 2010 - Tony Cefalu

Advice for New Agents Part I

Every sales organization has its own unique system of recruiting, training, and installing their sales force into the marketplace. In my current line of work, I deal with a lot of newly hired agents in the insurance and financial services industry that sell under a "captive" arrangement. Their challenges are many.

They must learn to navigate the organizational maze of a large corporate structure while concurrently starting their own small business organization that is geared to market & sell. It is a daunting challenge for them, to say the least; especially during those first several years as a new agency owner.

Given the opportunity, I share with new agents the following keys to success:

1. Be Urgent.Too often, new agent trainees look at their production requirements without the requisite urgency needed to be successful. For some reason, a false sense of security develops in the new agent and they get off to a slow or mediocre start when it comes to sales results. I can only theorize that one of several things are causing this phenomenon. First, they think their production requirements are not that difficult to achieve. Secondly, they feel that they have plenty of time to reach their production goals and do not need to be in any hurry. And lastly, it may just simply be a matter of laziness. Whatever the explanation is for the lack of urgency on the part of the new agent, it is not a mind-set conducive for the start of a successful sales career.

I am not trying to add to the stress that new agents are challenged with early in their careers. But the reality is this; time is not a new agent's ally and falling behind on production requirements is a very easy thing to let happen...and a very difficult thing to have to overcome. Be urgent.

2. Don't Be Patient with Your Needs. The home office of many sales organizations are there, ultimately, to support the marketing & sales efforts of their agents. As a new agent, your "needs" are many, particularly at the onset of your sales career. When a "need" arises and assistance is requested, do not patient to your own detriment. Specifically, if there is a marketing or sales need for support such as the need for sales materials, sales ideas, or marketing support...get it somehow, someway...right away. Don't let the procrastination or the overburdened workload of others be the reason your sale is delayed or lost.

More narrowly defined, I wouldn't be patient with needs that are: 1.) commonly provided in support of the new agent, 2.) are time sensitive, 3.) and are marketing & sales in nature. I also would be as professional and considerate as possible in how I got that need fulfilled. I am not suggesting a new agent be rude and bully their way around an organization to get what they need. Just don't let your success as a sales professional fall victim to the whims or schedules of other people or the machinations of an organization's many different layers. If you are ever going to fail at an endeavor; I would suggest that it is much nobler and mature to own your failure. Don't excuse away success by reasons of someone else and their inability to provide or do what is needed for your benefit. Nor would I want to fault circumstances that are within my control for why I failed to accomplish something. Don't be patient with your needs.

3. Keep Your Focus. There are three distinct functions that any agent must manage as a sales professional; 1.) The Organization, 2.) Marketing Activities, 3.) Selling Activities. Marketing is all those things an agent does to get & keep people (customers). Selling is what we do in front of people while the organization is defined as all those things an agent does to support the marketing and selling functions of the agency. Put in their proper order, marketing & sales should be paramount among the duties of a sales professional; the organization is secondary. Please do not misunderstand me. Maintaining the function of a healthy and efficient agency (organization) is important. But when given a choice on what to invest time on, I recommend the investment be made in marketing & selling activities first...all others are secondary.

A sales professional's time is precious. Because of that fact, it is wise for an agent to make the best use of the time provided each work day in order to maximize the revenue generating capability of the agency. What better use of an agent's time is there than to use it on those activities which will directly impact revenues into the agency. Therefore, endeavor to push all activities that are not directly related to marketing & selling functions to the periphery of the work day as much as is possible. Use those premium hours in the work day to generate appointments & opportunities to speak and meet with people (marketing) and to conduct sales conversations (selling). Work on the organization before, after, and in-between marketing & selling time when you are able. Being busy doesn't mean you are being productive. It simply means...you are busy. Focus your time on marketing & selling first...and be busy about all the other things afterward. (Part II to follow)

Copyright © 2010 - Tony Cefalu

Innocently Insulting

Language is important. What people say, and how they say things, matters. Words have meaning beyond their dictionary definitions. Words convey emotion, nuance, information and subtleties about a circumstance or story that go beyond their literal meaning. By what someone says, they can betray a thought, a bias and either endear an individual to themselves or alienate them in the most innocent fashion.

In sales, developing a sensitivity to how our words are perceived by others is a key element to success and to being understood as an individual. As I have remarked often in the past in regard to the immortal words of Henry Wadsworth Longfellow; "To be understood is a luxury;" it is time for sales professionals to get into the luxury business and to be understood as best as possible when speaking to people.

Are You the Insulting Type?

One area in which sales professionals often lose momentum and weaken their sales presentations is by way of "insult." Yes; I said "insult," those innocent remarks we can make to people that are never meant to be hurtful or "cutting," but in the end, are hurtful and cutting.

They are quietly demeaning remarks that often imply disparaging overtones heard quite loudly by the person being spoken to. The following are some example remarks along with a translation of how the listener can interpret what is being said to them:


Remark: "Yes, but...or...Yes, however...or...Nonetheless, I think..."
Translation: "I hear what you are saying, but I don't care what you said."

Remark: "Do you understand...or...What you don't understand..."
Translation: "Is this concept too hard for you to figure out?"


Remark: "What you need to realize...or...What you fail to recognize..."
Translation: "What you haven't a clue about is..."

Remark: "Why would you...or...Why do you..."
Translation: "What were you thinking?"

How you say something has a tremendous impact on the message being transmitted. Therefore, to say that some of the above examples can be used in a sales conversation without any negative consequence is correct. How a person says something can completely change, or soften, a remark that may otherwise be construed as harsh in most other circumstances.

Just consider the above remarks the kind of words you may want to avoid for fear of being misunderstood and of innocently insulting someone in conversation.

"Do you see what I mean?" (Just kidding. No insult intended!)



Copyright © 2010 - Tony Cefalu