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anticipate  QUOTES

82 " I sprang toward him with the stake, hoping to catch him by surprise. But Dimitri was hard to catch by surprise. And he was fast. Oh, so fast. It was like he knew what I was going to do before I did it. He halted my attack with a glancing blow to the side of my head. I knew it would hurt later, but my adrenaline was running too strong for me to pay attention to it now.

Distantly, I realized some other people had come to watch us. Dimitri and I were celebrities in different ways around here, and our mentoring relationship added to the drama. This was prime-time entertainment.

My eyes were only on Dimitri, though. As we tested each other, attacking and blocking, I tried to remember everything he'd taught me. I also tried to remember everything I knew about him. I'd practiced with him for months. I knew him, knew his moves, just as he knew mine. I could anticipate him the same way. Once I started using that knowledge, the fight grew tricky. We were too well matched, both of us too fast. My heart thumped in my chest, and sweat coated my skin.

Then Dimitri finally got through. He moved in for an attack, coming at me with the full force of his body. I blocked the worst of it, but he was so strong that I was the one who stumbled from the impact. He didn't waste the opportunity and dragged me to the ground, trying to pin me. Being trapped like that by a Strigoi would likely result in the neck being bitten or broken. I couldn't let that happen.

So, although he held most of me to the ground, I managed to shove my elbow up and nail him in the face. He flinched and that was all I needed. I rolled him over and held him down. He fought to push me off, and I pushed right back while also trying to maneuver my stake. He was so strong, though. I was certain I wouldn't be able to hold him. Then, just as I thought I'd lose my hold, I got a good grip on the stake. And like that, the stake came down over his heart. It was done.

Behind me, people were clapping but all I noticed was Dimitri. Our gazes were locked. I was still straddling him, my hands pressed against his chest. Both of us were sweaty and breathing heavily. His eyes looked at me with pride—and hell of a lot more. He was so close and my body yearned for him, again thinking he was a piece of me I needed in order to be complete. The air between us seemed warm and heady, and I would have given anything in that moment to lie down with him and have his arms wrap around me. His expression showed that he was thinking the same thing. The fight was finished, but remnants of the adrenaline and animal intensity remained. "

Richelle Mead , Shadow Kiss (Vampire Academy, #3)

91 " 13 Simple Ways to Deliver Service Beyond Self1. Make it Easy for People to Do Business with You.2. Be an Awesome, Sincere Listener. 3. Listen to Customers’ Words and tone of voice, body language, and how they feel. Ask questions, listen, and meet them on their level. Explain, guide, educate, assist and do what is necessary to help them get the information they need to fully understand regarding their question or issue.4. Show Enthusiasm. Greet customers with genuine interest. Give them your best. Think, act, and talk with positive enthusiasm and you will attract positive results. Your attitude is contagious!5. Identify and Anticipate Needs. Most customer needs are more emotional rather than logical. 6. Under Promise & Over Deliver. Apply the principle of “Service Beyond Self” . . . give more than expected. Meet and exceed their expectations. If you can’t serve their needs, connect them with whoever can. 7. Make them Feel Important.Our deepest desire is to feel important. People rarely care how much you know until they know how much you care. Use their names, find ways to compliment them—and be sincere. 8. Take Responsibility for their Satisfaction.Do whatever is necessary to help them solve their problems. Let them know that if they can’t find answers to their questions to come back to you for help.9. Treat your TEAM well. Fellow colleagues are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your colleagues with respect; chances are they will have a higher regard for customers. 10. Choose an Attitude of Gratitude. Gratitude changes your perspective and helps you appreciate the good rather than simply taking it for granted.11. Perform, Provide and Follow-Up.Always perform or provide your service in a spirit of excellence and integrity. If you say you’re going to do something—DO IT! There is tremendous value in being a resource for your customer. If you can help them to succeed, they are more likely to help you succeed. 12. Use Gracious Words. " Thank you, thank you very much. "

92 " 12 Simple Ways to Deliver Service Beyond Self1. Make it Easy for People to Do Business with You.2. Be an Awesome, Sincere Listener. 3. Listen to Customers’ Words and tone of voice, body language, and how they feel. Ask questions, listen, and meet them on their level. Explain, guide, educate, assist and do what is necessary to help them get the information they need to fully understand regarding their question or issue.4. Show Enthusiasm. Greet customers with genuine interest. Give them your best. Think, act, and talk with positive enthusiasm and you will attract positive results. Your attitude is contagious!5. Identify and Anticipate Needs. Most customer needs are more emotional rather than logical. 6. Under Promise & Over Deliver. Apply the principle of “Service Beyond Self” . . . give more than expected. Meet and exceed their expectations. If you can’t serve their needs, connect them with whoever can. 7. Make them Feel Important.Our deepest desire is to feel important. People rarely care how much you know until they know how much you care. Use their names, find ways to compliment them—and be sincere. 8. Take Responsibility for their Satisfaction.Do whatever is necessary to help them solve their problems. Let them know that if they can’t find answers to their questions to come back to you for help.9. Treat your TEAM well. Fellow colleagues are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your colleagues with respect; chances are they will have a higher regard for customers. 10. Choose an Attitude of Gratitude. Gratitude changes your perspective and helps you appreciate the good rather than simply taking it for granted.11. Perform, Provide and Follow-Up.Always perform or provide your service in a spirit of excellence and integrity. If you say you’re going to do something—DO IT! There is tremendous value in being a resource for your customer. If you can help them to succeed, they are more likely to help you succeed. Use Gracious Words. " Thank you, thank you very much. "