Great little nugget from Karen Hyman’s “Customer Service and the ‘Rule of 1965′”:

Choosing New Services: five easy questions
Do you have the skills? No.
Do you have the time? No.
Do you have the resources? No.
Is it difficult to manage? Yes.
Can it be abused? Yes.
None of the above is a reason not to do something, because the answers are always the same for any significant change.

From the October, 1999 American Libraries, but timeless and … ah … widely applicable in contexts other than libraries. A quick Google search reveals that Karen Hyman is still knocking ’em dead. I wish she blogged. She’d be a great asset to the blogosphere.