[Prudence]

Good customer service rocks! That's why I swear by Godiva and Barnes and Noble.

I get the most outwardly mad when things take me by surprise. If I've taken some quality time to be "pre-mad," then I've already worked through a couple scenarios, figured out what will never work, and stocked my brain with a few key polite-yet-firm phrases so that I won't be taken unawares.

Plus, let's face it. Sometimes pre-mad is fun! And then when everything turns out super wonderful anyhow you have managed to have your cake and eat it, too!