Everyone wants to know why customer service has gone to hell in a handbasket. I want to know why customer behavior has gone to hell in a handbasket. - Brené Brown

One of the signature mistakes with empathy is that we believe we can take our lenses off and look through the lenses of someone else. We can’t. Our lenses are soldered to who we are. What we can do, however, is honor people’s perspectives as truth even when they’re different from ours. That’s a challenge if you were raised in majority culture — white, straight, male, middle-class, Christian — and you were likely taught that your perspective is the correct perspective and everyone else needs to adjust their lens. Or, more accurately, you weren’t taught anything about perspective taking, and the default — My truth is the truth — is reinforced by every system and situation you encounter.

It’s helpful to keep in mind Alberto Brandolini’s Bullshit Asymmetry Principle or what’s sometimes known as Brandolini’s law: “The amount of energy needed to refute bullshit is an order of magnitude bigger than to produce it.

...In its original Latin form, sacrifice means to make sacred or to make holy. I wholeheartedly believe that when we are fully engaged in parenting, regardless of how imperfect, vulnerable, and messy it is, we are creating something sacred.