{"text":"I spend a great deal of time on airplanes traveling from one speaking engagement to the next. There have been times when I have sat for hours next to strangers with whom I never made eye contact or uttered a word. But then I have also met people with whom I engaged in such delightful conversation that it resulted in new business and referrals. The main difference was whether or not I took initiative to begin a conversation.","author":"Susan C. Young","tags":["communication-skills","customer-service","initiative","motivational-speaker-susan-young","positive-first-impression","by-susan-c-young","relationship","selling-success","service-beyond-self","susanspeaks-com"],"id":7675,"author_id":"Susan+C.+Young"}
