Oct 2, 2026 · 19 min · 10 segments
Customer service becomes more challenging as businesses grow. Explore how entrepreneurs can establish response standards, support channels, employee responsibilities, feedback systems, and service…
And the first major patch in this software upgrade tackles how we engage with the people around us, and she starts with a fairly provocative policy.
She says she is officially bringing in an era of, quote, "cussing people out more."
Wait, really?
[chuckles] Cussing people out
Cussing people out
Well, she qualifies this immediately.
She doesn't mean she's gonna start screaming profanities at the person bagging her groceries or anything
Okay, good.
[both chuckling] That would be a very different kind of deep dive
Right.
But she explains that she comes from a lineage of very spirited women, like her mom, her grandmothers, women who, as she puts it, said what they said
I love that phrase
Exactly
They said what they said
Mm-hmm.
But Les took a different path.
She spent years navigating predominantly white institutions and corporate environments where she felt this immense pressure to be the demure peacemaker-
Mm
... just constantly minding her P's and Q's.
But now she's officially retiring from keeping peace that isn't hers to keep
I mean, what she is describing here is a profound sociological adaptation.
For many marginalized individuals navigating corporate or institutional spaces, becoming the peacemaker isn't a personality trait
Right
It is a learned survival mechanism.
You are subtly taught to shrink your presence, you know, to neutralize volatile situations, and to absorb all the ambient friction in the room just to maintain your employment or your social standing
And the first major patch in this software upgrade tackles how we engage with the people around us, and she starts with a fairly provocative policy.
She says she is officially bringing in an era of, quote, "cussing people out more."
Wait, really?
[chuckles] Cussing people out
Cussing people out
Well, she qualifies this immediately.
She doesn't mean she's gonna start screaming profanities at the person bagging her groceries or anything
Okay, good.
[both chuckling] That would be a very different kind of deep dive
Right.
But she explains that she comes from a lineage of very spirited women, like her mom, her grandmothers, women who, as she puts it, said what they said
I love that phrase
Exactly
They said what they said
Mm-hmm.
But Les took a different path.
She spent years navigating predominantly white institutions and corporate environments where she felt this immense pressure to be the demure peacemaker-
Mm
... just constantly minding her P's and Q's.
But now she's officially retiring from keeping peace that isn't hers to keep
I mean, what she is describing here is a profound sociological adaptation.
For many marginalized individuals navigating corporate or institutional spaces, becoming the peacemaker isn't a personality trait
Right
It is a learned survival mechanism.
You are subtly taught to shrink your presence, you know, to neutralize volatile situations, and to absorb all the ambient friction in the room just to maintain your employment or your social standing
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