Here's what the author says about anxiety:
"Anxiety is also the reason that organizations overstudy opportunities—and then hesitate to take action until it’s too late. Make a list of the last fifteen things you and your peers were anxious about. How many of them actually occurred? If you had ignored that anxiety, wouldn’t things have gone a lot more smoothly?"
Anxiety is something that I sense coming from most companies today who fail to embrace customer service. They're focus is on sales - but you can't have sales without customer service - which should be the golden rule of business. Because of their lack of focus, their sales are down. Thus anxiety sets in...they imagine a loss in profits, cutbacks, and jobs. Perhaps if they focused on customer service in the first place, they wouldn't be in the predicament that they're in...
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