look back in anger
Seneca argued that anger did not spring from 'uncontrollable eruption of passions' but from reasoning. When things don't happen the way we expect or have rationally formed ideas about what should normally be the case, thats when we get angry.
So our propensity for anger can be tempered by altering our ideas about expected outcomes.
There are two principle catalysts for word-of-mouth, which Seth kindly reminded us of the other day. The second is commonly forgotten.
'Word of mouth is generated by surprise and delight (or anger)'.
I'll remember this the next time I am trying to get resolution from some automated telephone robot.
