In life, there are the shapers and the shaped. This article illustrates the difference. I even use this “thank you” technique when I screw up with a client and get chewed out. “Thanks for bringing that to my attention; this is what we are doing about that...” It keeps you on the same level with the client (although, if you really don’t believe in yourself, then your Thank You is going to sound insincere and morphs into a Sorry). Being on the same level is paramount, because once a client knows you are a doormat and “sorry”, bring on Kathy Bates, the snowed-in cabin, and the sledgehammer…because you’ll never walk the same again. Terrific article. Thanks, Ian.