To paraphrase Philip B. Crosby, it's the things you take for granted that do you in.
- "Was that a real deadline?"
- "You didn't tell us the regulations are important."
- "We didn't think a legal opinion was necessary."
- "I just assumed you were going to handle that."
- "When you said the project had a high priority, we thought you meant it should be done whenever convenient."
- "They wouldn't do that. They promised."
- "We've always had enough resources in the past."
- "They'd never do that. They love us."
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