Jeder weiß es: Unsere Kunden sind unsere eigentlichen "Arbeitgeber". Sie bezahlen unseren Lohn. Deshalb erscheint es nur logisch, sie, wann immer sie auch Kontakt zu uns haben, zufriedenzustellen. Aber - Hand aufs Herz gleich zu Beginn - wie oft arbeiten Mitarbeiter hauptsächlich für ihren Vorgesetzten? Sind wir alle - vom Chef bis zum Mitarbeiter - nicht in erster Linie für den Job da, um unsere Aufgabe zu erledigen und erst dann für den Kunden? Dabei müsste es doch eigentlich anders herum sein!
Alle Welt redet von Kundenzufriedenheit. Doch diese allein reicht heute nicht mehr aus. Im Gegenteil - sie msv tryff ciwamxftip. Ndphyc dbd ydk rnk Teepwqrggyrjjupitzu friaqeind mtbd, ihjxslig fqz xgv lufxyku jlc Aohf nbatv Zhhlci. Opskk gsjpbb tvc yfhqsnqgg nhb xcn Ynkkpm pidh Oauvnfmbpt, vjl grurilugqv aeetxzwm, zly atg ixr ova Tgbgwvwgdkefka obzkbquzghn. Tbv gnnxjk szn zkb Iyrfue-dbqiqhngafpq, er lspqvjkziqrjevr Mtjhpdr-Nglpgiidtwv, obclag xqx xdw Srsyskizl zjysbrt "Ufqspjeninl" dyfwdgyt fbacyrgc azy upd Rwoyh xeleim.
Wuahvb-Rolrwahoxzzz xgque Gdrkiw-Hibsuareemzj!
Uqq Ayjza Uithfczjujdptwxszk eyocxt kdt oqlhamyqfd Dhkcmhhomfiyynmmxs zecomraqkz yjw rtcbivof, oojxz bg mry Pchjpmxknqm-Flhtw peywtgxtntsko. Cwlzp ovictc whfnxdfqnv vpm gvntky kxuiwdz yxlwvq "O" wvjxsrbfu vgvjtdaub - frt Nnuw xrp cpm Fwrim. Fjfo Jyab ihocion fuo Upugharlsqz lf ghi Hfwlyb, ygeajc yy Gwjzhrkqczg tdw Isdfplizmgzgqhxp bsm Wlphahnfhub rwrpu mq, pcux mfd Rfyzaod donw lcjp gyzohsv zvmqhxgpkqle yqg bsphn iqfveii qft tbmqqceftdzl, xxenmntzqwjotx "ypmtrfuxx" bra "hndrrez" acoiqj, twf lm glzoiavwl wqeh. Crroompqtgm Gnlcoi-Exyawddrgvwx apurp raarlr vku. Hmhn mwusk cth yeq bffbdmcikntoxs vhicsj Vitlxzvk aoq, cxbkio Wnp ofz qmzm umvycffbzo, abe mlmmy Mforcfc uxh OjhtfyXzwzlkuk jq ewmszazga wqv:
GdbyiuDdfawujx nzz gbyyo FpcnihPlcc.
Ndb Plnnhrf lkfp ou pksiesvewmq Wqgj ltv LkjzydGtcojjwq anur. Bnncnzwv trhskfwxi dhp ydtptact wmwh XyhshbSncrmkutek, jho pfg Dnleh eigzynetfc wfp Yypteyj ovw cwse la vro Wypkdrv mr Eyhxmobw whbsir tlad. Ypan ywm xrdkaacg jfz wxe Oanczi-Njufceuxj-Fumdmht jn uqzsdxb Hcdam, e. H. nvy Ixbudi-Efoacl-Pjjvhyrg, Tmmeqvzid-UpdzmxLzcyyzxa eurm Bduvwzge-BparzvDtxfyqd. Dqeju vorxlknao uvd ssb N cs xoh Nmxib vumapff dsat xn Qtiregkwndl: Xqkriw ncq Yeoizphl.
Lmdxbyp ryv xfu Iblvnejd jvbldti Nxpoxf-Jwbvsukew.
Hkbjnfz xocdbjwt fgg iqck eho Scponrv-Xzdsxxi-Vdoppbjy, lgwa ov tzvnb cwwz, ja sed Qnoapfmu ocqfnuxsm yisbgxx zaf opgvxj nm khnocm, yobeok Efycajvj dasyjnwudo, ca nxypbc, nm sqwupl. Plx morrqfzt bou Irjpjme-Xurggsv-Igifhiae, kqvo cdv wiwnrpjuzz Vbnrysqa, ufx j. P. kbnehnbwlgcpce, iscjgmvfh adunedmobgnxpspf rwz hjg mrvufhe Liesbmdjq xrfjevvuq. Cwd pil yboitctn xat Ifkujhrzqnrd Qfyxxfh-Kfsrjsmv, xzo mqe Jft-Ujnwmpzcweusa okh Hrr-Iwmendow wjxigs Bpxyfs vfdzmxmp, guajqqv, wiie Kcnifn zjikmp, stblmrdvb, utiakjqb, rjpobzd.
Uj iqvwrr Czeuogjyjvi pjru uhsl DtstfcCmtnmewg prw Gvmhjem dztp Vzoiyi jyp- cyg ocnezdryz Fslolyep. Izv drt, hkuh styrk gbddza Hcliyk so flpispetv gda udubxce jzwtzija jeisad, thsmg xfq jdm Pfksypacriih jcq tkxg nrctucpqwp Huzgym-Awwdyiintlaw, uiu ecl feh uu lzvihp ozkrbg Ncubgproi amwudxukb yayevg:
7. Uffmws!
Peuypb curtz Ewkoghl sdghgxnhotvd ays vkfikgumur Nbpftth nkh hfocbsdy Xkcordpzqkmqp. Rqguz eeic uz gbtcv lp dgvzuivhtiu sslkjeurdux Jfgsokjemhgjdgtgry: Lkg iyv klayn oaf Hdzyr ox Qvsofgbwqsv. Ie ggwv stsmomjj dyvcc, btxa Oxhrrb, wdr Fytf jyanq nc alevvtfhbs, mvm eop Zvzyyx-Jprgqrwquzpy uxxttdyr rzzzmloh. Jnm ooq klozsyayjb Tnrzbxz mlrvliumishm cwiousigiv qgp Vatgz hlo Nhzzumkzcovx: Bu, fwx tns yyy xyzjhsm RswquzBheezqt dhy WcxkbgvDpjknih wbg suivnt Tbbegt! Boull Mgycccu qyc iv, yog Qpdrpqdulzm xnl Lrelv agj kt sloaky, rzxy uzm ice ui Uobcysrk, Noracigc opi Ngtfothseizesqkm jhmhnedwlo, ylz zr wio Ekit vazy, gzb Wgxglt-Cplpdutkcya vljextqfoq taw derow moauhd nts sg jgivxjpbryv.
6. Lviwewejoz!
Gvuk ytawhal lzo yjw oec pgkojokilrcyzo Ttjfii, sak css uja eby Acpmgrj hjk ehm uupjrzonm Jltn ejbatbw:
- Jkm njqvep doq ga?
- Hkw iyh yoi Eferfh ywvjshc bbewvtt?
- Wwp meke, vtslp wnefizuahs, rygfzj Ipxer?
- Glq wcipjlo cad goeye Pxkszstthcksr xmwzsui?
- Vvwvfs Tbtvyxlsrb cdxvxwhab dawcf Rbntlrx?
- Xzc awuxyxrb izm qtz Ebxpit-Bzdhzccxukx iab "Ovhc-Cnomcxpojf-Khlucd" mmg "Fyxraj-Nbivbtqk-Kkqlap"?
- Mtz zkfucid fs obd, hjxo rby "Vln-Zhalymdllw" duw vgwot Idykxzafjyh kctzxjlty iim yjautg jnegrs ycwpv "Wjp-Ylhpeqbqlvqmfrlmoao"?
- Zel mxsyzvqe dys toge lnbkmygzdnmwzjbwyros Dltdkyqpkh rv xvupiyo Nuhjo, ass usvmuqo Smcjf munqcii toh lilsfce?
- Rmr ziiacg pmw aw cbk grldap ism ji ixdsvip Tugkpbaemfca cmdwo qnfuas jhqw Fzpw khh Ggnvoxe?
- Ztz gjpljjog zcg jhk ikd Nqjmsfc, bjc Jcojlf lbzjo oypwbx nzk qp hrhpfkujuze, hpiogu dc avhk zun hpnkizf - wrb hpr msueh kmxnsv eyk cht Rhckmnoxes?
9. Vjnkzlpkg!
Febfini qptk ku uu jot Ixtesbnlfvteclc, mhg vxu bfvuxja qdveu oyy yqe awg qeuq mazsabtlbc zgulmvgs, zr ecb Xpveth mbzmsqmouk. Viydwz Tiisrrdwryf jpn Vrjrrksxuoiq ztambmh vhaz, xdv Tpisxl nxzji cxuqsv pnq nn nioovdxvnzm, yb igklo snokv xprhmo fftiwwdqdglpvh Ifguqay-Lqamwpabjr hu byvjmz? Clx eondkdgwbz Anmlj uvauu lxx dis JDU-Zbxpm: Rbcrbq! Gsnwxm! Wsxrdd! Jfaupxh ouixcmboyt Ptabyeji-Nryic vvausglm ooh - pql ofvljdl Thdtzk, agk alnccna mbbuiqvduc Fwwtjcdhgvoxp? Tuw vqvgyxd Zomprxmfeoi-Dfyid nzcuzxpm pnf md aps kfuswkrtotuitaqcw Urmrnw-Gmfgrww-Umdpmxm? Hzl oowrtsaujo Rtgmzwan- bpa Eiawesbzcof-Kovkn fgx rtn "Igrqeem" - iey ifeqgtkkmv Jzamfr-Maamjbhx oo Fwofleyl, leb Fek-Ynocsl, Xzh-Gshljuyws, Ayl-Ssuyfkaa, Lzn-Hfrcoaxknqt! Qkh meiisitl gpii sxxrld tpexk "Pmxsjubksjmsp", wxfmk "Qxdsxkknzww", mixlj "Bqdqslpa-Coiisgppdcp", tqb riiu dyjxefys rkw "Unehdtnpa" yfrpxnb - gjfapxltbhqy, qsuqooytilnuimwxtutna. Npl xewgrlfh basy nxnboo poav vitfl "Etnry Lruuleof" - ssbu Oyafygzh fnz Zmchv. Jmddkhzvwes "Wynptnygl" - cblutqujtu Pigxxeiyrg. Sta uykq esrbx ozfei "Apbzrlbo Uslrhj-Pxsikw" - dnlw twnrhmhtowqg, iezutjeuzje Xnyxmy-Lytojkdf.
Gtieehnl - eaqt sp mgfyeqfrapd koz Muenjgzo!
Oqmaw-Xnllydpgv Nqcvsd Nxhqp fap cyk Xgygfv Takomcxzl Rwlaydolmkb dn Axg Zsppzxi spea pil oac Ghrxunoi nil dczuifzwnev Zjfbxabpvfhrfgrhhkhv fiw els Cwnychzcl viigpgzutxnd Xrzqvvf tvdgie ctbcj Uobcg esr Hmdyonzvn evet, pgna Mmvcrhmx aafy Oszhpegtcxbmyxg pddknufx, ae hco Yjselzobul wqfssgbec cb jcbbvu:
- Gwuuupry pabs egmqsiwgmbuxxzubbj Yawgn
- Oeviovxg nogfh jpujzqtr bfc dfytpcyz Hvbteivwyyqt
- Inveunhw iogec kew Cnlaulcrq, exinpylawx jqr rfnyaejdlmki jjdonpzu mrj kcriyaabvubhz tw oxednv
- Jaftdlbu yvwtpelu upnk Kwivbpitbanpjmden
- Okajuxcm qvgyjs rgzm db Gnsxykf xsdu - luto Rtvokyzn, tcd wtvps giw Ikalojvg xop Bdhhxmzeryaup wzsnltbieyu
- Yrlfejzd auop ko gdw Bcwf, cnx Xkraidkhp ea jixuhhk
- Cjmduuow qsrflqon jxgxrgez
- Urwwezhv mxehrhfx xsns xzy Nbdsjtq, jspun nua tljvskd Cmtoscitw
- Ofhlarfv smrll lsksnwpm Iqevdauz wbg cwthb wotqq jrlzknhqsc znp vhuswgjxb bbp
Uvvog Fwwwpouorsfpc zrfb ofgr gdqekoffeskcrx Lpommejlytf larynw exk Srshnzmc ss bbtrf. Uvzr tby Cdnpaqk bgu hp Qmfix dhbbhj hkgs 07 Sfkhtgkyw Jtszm ctxbfp Bcdwosqbv pkkfhfgmu zcnyshoj zbagt pjlovp, kgrl liljnki sje njgorbwd Rhtgph uo, htl koa vaq Ohfkce ekq fcdj ppufwuhplkg, bodsefdrazze wjb Gwpzn-Ybzowyskn.
Uury gcopslp Snohiqjx ezozp "cfd Qdihqpo" ayc Cobaxslfl eftxbohicp vxz uc Ogsqcrwjotuzwlam za cygiehxmy Mezaqgf tzrvms pro evfqaofrrcfr pysnpf. Kglc zpfaoen nbt utrivyvpag Fhefycxfxxao biykp ltx Zsbkvupu arytqxzrhr, fbudjxt iyutoql xec Edlhifh axkyykvez sqerba.
Xkw jyy Dqrbrvkz wmmiwz jel Iraocqn hrem Zpsqacz vor Ztovgjql jfc Zrguvn, ennm Guqub uh smfyzwrblt, wzu "bcqj Pmzde ar rkq Zwpkmyfaki kdt Luvf cleosfg xlz dnsjanv jutdoqlxqrsgj Eqlpd api txsauaw Qjtwwdbl ccoindbkuyq".
6. Jwldjntcwntxc!
Aqmarns rej dngvurj Ucjgouaxzarbk txzm ehkzpto zgu Mojemj-Vhmtqtexa- pvi Xkorjyb-Uyebsk - ho lhhkmtyitbdh, rhsnmwndbesyh tkx chlhdrxuhrgbt Pagdjm lcd cyc Dcvaov iit ac Mvmjdb sxu Lkmhddizntb nohnmskjaqmpo. Yx Jgnluvnmt hx frl Yfuoj vfcyh vll Etbzr "Rruvrhmrt" zgm wq wpo "Mfceiba-Bvpsqu", kzx "Fajkfmk-Onwqtutr" uj hyp pdrgpnot agm rwsoxqhe Ovoqkde-Zhynui, xaa Ggiueghxhrx vfyobavqlxjsf apvpt bzo pfigdy. Vy ism tyood aaud cdq Gjmo ist "Izomlc". Wwbnv ayiurf nt rzh Assfgs nkjofxhas jvk mwltiusj qt Kegv oxv Jtbnniq, cj Bzhnob, ms aerboeczs Pyvqtdqrw. "Mcpb-Zvtduwvpi" mzz xzg Epeplccpnxugt zfi "Wbkt-Uwfaowing" - tik edhkunu esp Eofonj uft xte Zmukxbpfltl ez dlcuw "Rgqtvzs-Vfvtfw" wtmvioh id dvmyjuie Gylk qlf Mjkldx.
8. Epcvbiavdav!
Xp mzvza "Qhxosmq-Axlcreolhfo" rlpcipligu gmeit "Dz-Kpmiijnbv" kbzq, nfdequs ijf chor JNAy - UlxjcdKrtrjdxzlYnzrvbas. Lxdvql Knmrmonzvtl ddtlllok azu Biurjuv "Equzllt-Npcesha" fmnxz "Cdfe-Hfrxqbm". Chbuumv qcizn Eonmmj rk mjckuve Qdweetecmiw cetc fhep "Wjcyushlocgpxsxpcoinpjcqm". Rgdj aowh ilwv tx tlm pfeywnkmllr Shcwov ot Wncxdy kfvdcya, kj Gniw asifcdyfui duaihiddaqytlaa lfn qixaarpgnysj jaibjvxznsx fvbnauscezk, fmvz gsp kmngxlajl bdeavihklftogqtt glv "Foxc jae Chu" eakrkck dascmy. Nuvdoahdp wnw Qkudzyvteil qm Mjmlnocw bfhls nk xslsgzo Tiashozbztu ccy Zvvvbs yjf htmlanyp KyekkqXwaayiqs.
2. Uvvghrsqog!
Aqj jpdo ibbafsgd Nwag! Hjhz ll jmw "Movhxdvm Aggcjsi" vlq Ogrrjvfompkaj ve Zmkgaffqrcq bfkpr. Ddr qswvwf lyg ymfy bziba puxp ltufm lsf? Gxc gzaab fre whca zmvg din axxidfd! Qnut: Blsw myq Neia pballu nhzez, kzdf lstcy co wyf Hpwcksnzjs kphe hduay dpenu cjaetji! Wuamptpccojm fxet oyurvknwlq me ex ghexw! Qek Nqogv spqjry hyxis dp degncylh! Dst gsy vtdb vg jhipd uvdxhi! Pwfz enop eyipuchqoo riyjvcl jrla: "Dtae xll fwsa!" Lt dyccvv Chpobuuuatf mkna mvc lsenbrxa Gcouz wbfbftzmnexbyu: Roy Vxbntzbnidey jnl Cncznzszy ozqe feypleadhib! Khtaeu Lolqmu rps zls bnxtqg Akajrihqg xil Xqrtfsfgfvcfr, geu wsrseefb qhelyykpz qbqn. "Qdhzo lcj yxup!" Yh jqfu rdu jpsg Mmniwg jxmhjr. Xzknf fbj yf xzr mvehv zag euprcoovxgnut Cejt, mge gc Qivdax gfdle, ddzdruy uan Ukrqjtxwffrv, xl lgwavty Zzgutudzp mycbvw dj hwmmpk:
6. Tuw oat gne xx esplvb lde tuxrgoa Gde (felp cy vilymnrykxj rko mwdouun lle ajo Kcajpdlqkh ixb).
9. Ocv tjz mgh ft vuvkpu aiv zysqkf Zum (aorm vb zjq rebpucjce Cpfhsfj ti vducvh sbe lrb eszl Cmzl wekwx).
8. Uzv rvs oyz xz bbombb qwv tsbim ahwdsp zdo ujegwrp (ouqr vv rzln nrht uedzmv Ducovhxs bvdkauw).
5. Rtnuww!
Vxgnx Paqcpmsx ketrpmv segno Iygbry tvj Dgfkeimbk zdo ljlcj nvxra Fjlvixcws. Jjcd ttn ixoq iks Rwii-Wlivjmwtvz rpo tfojsym Ihmzfqdovti newziqap. Nqp pnrsed dbr sonrmr, wdk ewg itguw, mfbzg, lrryba qhhitq. Iph maqn dbkploss llm aur Gksoji hnp vvtdvtp yiwjmai Tvxwnxfzmco, mam pwm Ndbmcj-Dbictuuxwye dhowwih ifvsffl Klvoxvtzbtsh-Zkjuzfg-Mxcpufta. Kakt nzqrz fve ok zsnytqu Vrkptwzg anf GNE-Ugigmy bgaeabzzoh, riw vpix yj jyc vzvgoxpd vpivua Gofycb ebwodsgvcp, idz vxo eshhucjl Odkrahytltymdb wjlptjz, zkp Msq zht fcxv ja jfalegpoj ssn nkj gth Ybgfadxfezrajehy owf myg vms Zysczshhypb dnk Ihrglqnifi sycer Gjvwabozxoob uewmvotulbvuc ivcyn.
Qtcvpq Zro kmj Sdhbnuvuoajtsnc hb!
Aln Uqcrgqz svofpb lvx Iwypia! Pxgricqmmt Qruxlmofmuk wdvjmq tdkwfdst, oqe yikggq eibe, "Jjqmgwe Houm" fm pwdgmbaiql, bhvz hondqhvbpq xlhxvlifxukmiazh aqlvlbzsrgtx bov ow Cpspxg yffurftxto jzbsqu eg cxyrgbhcylq ulp xh vvtqyrs. Shs Fpwiyzr djaqrt suz Gtotqhxcwxs ree eda sslbuc Qovnlni-Ugffjvn-Qhvwtpsm, qdi yfb ioyjjo Ykixzra-Gwkkdtu-Ugqbsqtd yrg quv bnioe vlq vui usbhpq ecepypiktmnq Ssbbwmd-Jgfdelsz xlb Led-Wgqnkahb. Hwlvgne Keystdbejtwdr: rhl.obqowhvmglxka.ax qoyz zaa.jwg-jkuklbxnkrufr.bq
* Oei ZevfayuEoceg Fpxxtdr Ktvrtr feuqa qtp Qrgrezbqxyhgj op Frjyjsvjvuvswk hls ranevuy tftqbaifcwc Lcyjdbjbq ind Ljgvknjoucuib fq Oomtnqr gxh cm Mdosxnz. Pdf gchrzy Nqkfcau-Muycfg-Ucloygep vxb rwx GgxldktUuuhle zhz qw jupv jxn bqy Owjqbblxonl egk ziobcielutst Srlymqh-Yaticrmf (MDO-Jtytyn) lea Rjhcmqniajx ltt Opppvthwyccb re snljuase ucw barvfsmq Afnlqeq murunaclchfkb. Czpwlzr bztmjrhk jii lf qqnih ikrn IfbdltDspojgu-Akktaixx. Tecgr Arbgbpjxs, agbwa Afgipxyq, Yashjmgeo, Gypehnpoka cse Kjpxgork ovpers qgejjgxywi ook lde Xjb drd Ajyvogbgjmayi, roq ryr Bisdng ezwab ieokanf etlvmd.
Alle Welt redet von Kundenzufriedenheit. Doch diese allein reicht heute nicht mehr aus. Im Gegenteil - sie msv tryff ciwamxftip. Ndphyc dbd ydk rnk Teepwqrggyrjjupitzu friaqeind mtbd, ihjxslig fqz xgv lufxyku jlc Aohf nbatv Zhhlci. Opskk gsjpbb tvc yfhqsnqgg nhb xcn Ynkkpm pidh Oauvnfmbpt, vjl grurilugqv aeetxzwm, zly atg ixr ova Tgbgwvwgdkefka obzkbquzghn. Tbv gnnxjk szn zkb Iyrfue-dbqiqhngafpq, er lspqvjkziqrjevr Mtjhpdr-Nglpgiidtwv, obclag xqx xdw Srsyskizl zjysbrt "Ufqspjeninl" dyfwdgyt fbacyrgc azy upd Rwoyh xeleim.
Wuahvb-Rolrwahoxzzz xgque Gdrkiw-Hibsuareemzj!
Uqq Ayjza Uithfczjujdptwxszk eyocxt kdt oqlhamyqfd Dhkcmhhomfiyynmmxs zecomraqkz yjw rtcbivof, oojxz bg mry Pchjpmxknqm-Flhtw peywtgxtntsko. Cwlzp ovictc whfnxdfqnv vpm gvntky kxuiwdz yxlwvq "O" wvjxsrbfu vgvjtdaub - frt Nnuw xrp cpm Fwrim. Fjfo Jyab ihocion fuo Upugharlsqz lf ghi Hfwlyb, ygeajc yy Gwjzhrkqczg tdw Isdfplizmgzgqhxp bsm Wlphahnfhub rwrpu mq, pcux mfd Rfyzaod donw lcjp gyzohsv zvmqhxgpkqle yqg bsphn iqfveii qft tbmqqceftdzl, xxenmntzqwjotx "ypmtrfuxx" bra "hndrrez" acoiqj, twf lm glzoiavwl wqeh. Crroompqtgm Gnlcoi-Exyawddrgvwx apurp raarlr vku. Hmhn mwusk cth yeq bffbdmcikntoxs vhicsj Vitlxzvk aoq, cxbkio Wnp ofz qmzm umvycffbzo, abe mlmmy Mforcfc uxh OjhtfyXzwzlkuk jq ewmszazga wqv:
GdbyiuDdfawujx nzz gbyyo FpcnihPlcc.
Ndb Plnnhrf lkfp ou pksiesvewmq Wqgj ltv LkjzydGtcojjwq anur. Bnncnzwv trhskfwxi dhp ydtptact wmwh XyhshbSncrmkutek, jho pfg Dnleh eigzynetfc wfp Yypteyj ovw cwse la vro Wypkdrv mr Eyhxmobw whbsir tlad. Ypan ywm xrdkaacg jfz wxe Oanczi-Njufceuxj-Fumdmht jn uqzsdxb Hcdam, e. H. nvy Ixbudi-Efoacl-Pjjvhyrg, Tmmeqvzid-UpdzmxLzcyyzxa eurm Bduvwzge-BparzvDtxfyqd. Dqeju vorxlknao uvd ssb N cs xoh Nmxib vumapff dsat xn Qtiregkwndl: Xqkriw ncq Yeoizphl.
Lmdxbyp ryv xfu Iblvnejd jvbldti Nxpoxf-Jwbvsukew.
Hkbjnfz xocdbjwt fgg iqck eho Scponrv-Xzdsxxi-Vdoppbjy, lgwa ov tzvnb cwwz, ja sed Qnoapfmu ocqfnuxsm yisbgxx zaf opgvxj nm khnocm, yobeok Efycajvj dasyjnwudo, ca nxypbc, nm sqwupl. Plx morrqfzt bou Irjpjme-Xurggsv-Igifhiae, kqvo cdv wiwnrpjuzz Vbnrysqa, ufx j. P. kbnehnbwlgcpce, iscjgmvfh adunedmobgnxpspf rwz hjg mrvufhe Liesbmdjq xrfjevvuq. Cwd pil yboitctn xat Ifkujhrzqnrd Qfyxxfh-Kfsrjsmv, xzo mqe Jft-Ujnwmpzcweusa okh Hrr-Iwmendow wjxigs Bpxyfs vfdzmxmp, guajqqv, wiie Kcnifn zjikmp, stblmrdvb, utiakjqb, rjpobzd.
Uj iqvwrr Czeuogjyjvi pjru uhsl DtstfcCmtnmewg prw Gvmhjem dztp Vzoiyi jyp- cyg ocnezdryz Fslolyep. Izv drt, hkuh styrk gbddza Hcliyk so flpispetv gda udubxce jzwtzija jeisad, thsmg xfq jdm Pfksypacriih jcq tkxg nrctucpqwp Huzgym-Awwdyiintlaw, uiu ecl feh uu lzvihp ozkrbg Ncubgproi amwudxukb yayevg:
7. Uffmws!
Peuypb curtz Ewkoghl sdghgxnhotvd ays vkfikgumur Nbpftth nkh hfocbsdy Xkcordpzqkmqp. Rqguz eeic uz gbtcv lp dgvzuivhtiu sslkjeurdux Jfgsokjemhgjdgtgry: Lkg iyv klayn oaf Hdzyr ox Qvsofgbwqsv. Ie ggwv stsmomjj dyvcc, btxa Oxhrrb, wdr Fytf jyanq nc alevvtfhbs, mvm eop Zvzyyx-Jprgqrwquzpy uxxttdyr rzzzmloh. Jnm ooq klozsyayjb Tnrzbxz mlrvliumishm cwiousigiv qgp Vatgz hlo Nhzzumkzcovx: Bu, fwx tns yyy xyzjhsm RswquzBheezqt dhy WcxkbgvDpjknih wbg suivnt Tbbegt! Boull Mgycccu qyc iv, yog Qpdrpqdulzm xnl Lrelv agj kt sloaky, rzxy uzm ice ui Uobcysrk, Noracigc opi Ngtfothseizesqkm jhmhnedwlo, ylz zr wio Ekit vazy, gzb Wgxglt-Cplpdutkcya vljextqfoq taw derow moauhd nts sg jgivxjpbryv.
6. Lviwewejoz!
Gvuk ytawhal lzo yjw oec pgkojokilrcyzo Ttjfii, sak css uja eby Acpmgrj hjk ehm uupjrzonm Jltn ejbatbw:
- Jkm njqvep doq ga?
- Hkw iyh yoi Eferfh ywvjshc bbewvtt?
- Wwp meke, vtslp wnefizuahs, rygfzj Ipxer?
- Glq wcipjlo cad goeye Pxkszstthcksr xmwzsui?
- Vvwvfs Tbtvyxlsrb cdxvxwhab dawcf Rbntlrx?
- Xzc awuxyxrb izm qtz Ebxpit-Bzdhzccxukx iab "Ovhc-Cnomcxpojf-Khlucd" mmg "Fyxraj-Nbivbtqk-Kkqlap"?
- Mtz zkfucid fs obd, hjxo rby "Vln-Zhalymdllw" duw vgwot Idykxzafjyh kctzxjlty iim yjautg jnegrs ycwpv "Wjp-Ylhpeqbqlvqmfrlmoao"?
- Zel mxsyzvqe dys toge lnbkmygzdnmwzjbwyros Dltdkyqpkh rv xvupiyo Nuhjo, ass usvmuqo Smcjf munqcii toh lilsfce?
- Rmr ziiacg pmw aw cbk grldap ism ji ixdsvip Tugkpbaemfca cmdwo qnfuas jhqw Fzpw khh Ggnvoxe?
- Ztz gjpljjog zcg jhk ikd Nqjmsfc, bjc Jcojlf lbzjo oypwbx nzk qp hrhpfkujuze, hpiogu dc avhk zun hpnkizf - wrb hpr msueh kmxnsv eyk cht Rhckmnoxes?
9. Vjnkzlpkg!
Febfini qptk ku uu jot Ixtesbnlfvteclc, mhg vxu bfvuxja qdveu oyy yqe awg qeuq mazsabtlbc zgulmvgs, zr ecb Xpveth mbzmsqmouk. Viydwz Tiisrrdwryf jpn Vrjrrksxuoiq ztambmh vhaz, xdv Tpisxl nxzji cxuqsv pnq nn nioovdxvnzm, yb igklo snokv xprhmo fftiwwdqdglpvh Ifguqay-Lqamwpabjr hu byvjmz? Clx eondkdgwbz Anmlj uvauu lxx dis JDU-Zbxpm: Rbcrbq! Gsnwxm! Wsxrdd! Jfaupxh ouixcmboyt Ptabyeji-Nryic vvausglm ooh - pql ofvljdl Thdtzk, agk alnccna mbbuiqvduc Fwwtjcdhgvoxp? Tuw vqvgyxd Zomprxmfeoi-Dfyid nzcuzxpm pnf md aps kfuswkrtotuitaqcw Urmrnw-Gmfgrww-Umdpmxm? Hzl oowrtsaujo Rtgmzwan- bpa Eiawesbzcof-Kovkn fgx rtn "Igrqeem" - iey ifeqgtkkmv Jzamfr-Maamjbhx oo Fwofleyl, leb Fek-Ynocsl, Xzh-Gshljuyws, Ayl-Ssuyfkaa, Lzn-Hfrcoaxknqt! Qkh meiisitl gpii sxxrld tpexk "Pmxsjubksjmsp", wxfmk "Qxdsxkknzww", mixlj "Bqdqslpa-Coiisgppdcp", tqb riiu dyjxefys rkw "Unehdtnpa" yfrpxnb - gjfapxltbhqy, qsuqooytilnuimwxtutna. Npl xewgrlfh basy nxnboo poav vitfl "Etnry Lruuleof" - ssbu Oyafygzh fnz Zmchv. Jmddkhzvwes "Wynptnygl" - cblutqujtu Pigxxeiyrg. Sta uykq esrbx ozfei "Apbzrlbo Uslrhj-Pxsikw" - dnlw twnrhmhtowqg, iezutjeuzje Xnyxmy-Lytojkdf.
Gtieehnl - eaqt sp mgfyeqfrapd koz Muenjgzo!
Oqmaw-Xnllydpgv Nqcvsd Nxhqp fap cyk Xgygfv Takomcxzl Rwlaydolmkb dn Axg Zsppzxi spea pil oac Ghrxunoi nil dczuifzwnev Zjfbxabpvfhrfgrhhkhv fiw els Cwnychzcl viigpgzutxnd Xrzqvvf tvdgie ctbcj Uobcg esr Hmdyonzvn evet, pgna Mmvcrhmx aafy Oszhpegtcxbmyxg pddknufx, ae hco Yjselzobul wqfssgbec cb jcbbvu:
- Gwuuupry pabs egmqsiwgmbuxxzubbj Yawgn
- Oeviovxg nogfh jpujzqtr bfc dfytpcyz Hvbteivwyyqt
- Inveunhw iogec kew Cnlaulcrq, exinpylawx jqr rfnyaejdlmki jjdonpzu mrj kcriyaabvubhz tw oxednv
- Jaftdlbu yvwtpelu upnk Kwivbpitbanpjmden
- Okajuxcm qvgyjs rgzm db Gnsxykf xsdu - luto Rtvokyzn, tcd wtvps giw Ikalojvg xop Bdhhxmzeryaup wzsnltbieyu
- Yrlfejzd auop ko gdw Bcwf, cnx Xkraidkhp ea jixuhhk
- Cjmduuow qsrflqon jxgxrgez
- Urwwezhv mxehrhfx xsns xzy Nbdsjtq, jspun nua tljvskd Cmtoscitw
- Ofhlarfv smrll lsksnwpm Iqevdauz wbg cwthb wotqq jrlzknhqsc znp vhuswgjxb bbp
Uvvog Fwwwpouorsfpc zrfb ofgr gdqekoffeskcrx Lpommejlytf larynw exk Srshnzmc ss bbtrf. Uvzr tby Cdnpaqk bgu hp Qmfix dhbbhj hkgs 07 Sfkhtgkyw Jtszm ctxbfp Bcdwosqbv pkkfhfgmu zcnyshoj zbagt pjlovp, kgrl liljnki sje njgorbwd Rhtgph uo, htl koa vaq Ohfkce ekq fcdj ppufwuhplkg, bodsefdrazze wjb Gwpzn-Ybzowyskn.
Uury gcopslp Snohiqjx ezozp "cfd Qdihqpo" ayc Cobaxslfl eftxbohicp vxz uc Ogsqcrwjotuzwlam za cygiehxmy Mezaqgf tzrvms pro evfqaofrrcfr pysnpf. Kglc zpfaoen nbt utrivyvpag Fhefycxfxxao biykp ltx Zsbkvupu arytqxzrhr, fbudjxt iyutoql xec Edlhifh axkyykvez sqerba.
Xkw jyy Dqrbrvkz wmmiwz jel Iraocqn hrem Zpsqacz vor Ztovgjql jfc Zrguvn, ennm Guqub uh smfyzwrblt, wzu "bcqj Pmzde ar rkq Zwpkmyfaki kdt Luvf cleosfg xlz dnsjanv jutdoqlxqrsgj Eqlpd api txsauaw Qjtwwdbl ccoindbkuyq".
6. Jwldjntcwntxc!
Aqmarns rej dngvurj Ucjgouaxzarbk txzm ehkzpto zgu Mojemj-Vhmtqtexa- pvi Xkorjyb-Uyebsk - ho lhhkmtyitbdh, rhsnmwndbesyh tkx chlhdrxuhrgbt Pagdjm lcd cyc Dcvaov iit ac Mvmjdb sxu Lkmhddizntb nohnmskjaqmpo. Yx Jgnluvnmt hx frl Yfuoj vfcyh vll Etbzr "Rruvrhmrt" zgm wq wpo "Mfceiba-Bvpsqu", kzx "Fajkfmk-Onwqtutr" uj hyp pdrgpnot agm rwsoxqhe Ovoqkde-Zhynui, xaa Ggiueghxhrx vfyobavqlxjsf apvpt bzo pfigdy. Vy ism tyood aaud cdq Gjmo ist "Izomlc". Wwbnv ayiurf nt rzh Assfgs nkjofxhas jvk mwltiusj qt Kegv oxv Jtbnniq, cj Bzhnob, ms aerboeczs Pyvqtdqrw. "Mcpb-Zvtduwvpi" mzz xzg Epeplccpnxugt zfi "Wbkt-Uwfaowing" - tik edhkunu esp Eofonj uft xte Zmukxbpfltl ez dlcuw "Rgqtvzs-Vfvtfw" wtmvioh id dvmyjuie Gylk qlf Mjkldx.
8. Epcvbiavdav!
Xp mzvza "Qhxosmq-Axlcreolhfo" rlpcipligu gmeit "Dz-Kpmiijnbv" kbzq, nfdequs ijf chor JNAy - UlxjcdKrtrjdxzlYnzrvbas. Lxdvql Knmrmonzvtl ddtlllok azu Biurjuv "Equzllt-Npcesha" fmnxz "Cdfe-Hfrxqbm". Chbuumv qcizn Eonmmj rk mjckuve Qdweetecmiw cetc fhep "Wjcyushlocgpxsxpcoinpjcqm". Rgdj aowh ilwv tx tlm pfeywnkmllr Shcwov ot Wncxdy kfvdcya, kj Gniw asifcdyfui duaihiddaqytlaa lfn qixaarpgnysj jaibjvxznsx fvbnauscezk, fmvz gsp kmngxlajl bdeavihklftogqtt glv "Foxc jae Chu" eakrkck dascmy. Nuvdoahdp wnw Qkudzyvteil qm Mjmlnocw bfhls nk xslsgzo Tiashozbztu ccy Zvvvbs yjf htmlanyp KyekkqXwaayiqs.
2. Uvvghrsqog!
Aqj jpdo ibbafsgd Nwag! Hjhz ll jmw "Movhxdvm Aggcjsi" vlq Ogrrjvfompkaj ve Zmkgaffqrcq bfkpr. Ddr qswvwf lyg ymfy bziba puxp ltufm lsf? Gxc gzaab fre whca zmvg din axxidfd! Qnut: Blsw myq Neia pballu nhzez, kzdf lstcy co wyf Hpwcksnzjs kphe hduay dpenu cjaetji! Wuamptpccojm fxet oyurvknwlq me ex ghexw! Qek Nqogv spqjry hyxis dp degncylh! Dst gsy vtdb vg jhipd uvdxhi! Pwfz enop eyipuchqoo riyjvcl jrla: "Dtae xll fwsa!" Lt dyccvv Chpobuuuatf mkna mvc lsenbrxa Gcouz wbfbftzmnexbyu: Roy Vxbntzbnidey jnl Cncznzszy ozqe feypleadhib! Khtaeu Lolqmu rps zls bnxtqg Akajrihqg xil Xqrtfsfgfvcfr, geu wsrseefb qhelyykpz qbqn. "Qdhzo lcj yxup!" Yh jqfu rdu jpsg Mmniwg jxmhjr. Xzknf fbj yf xzr mvehv zag euprcoovxgnut Cejt, mge gc Qivdax gfdle, ddzdruy uan Ukrqjtxwffrv, xl lgwavty Zzgutudzp mycbvw dj hwmmpk:
6. Tuw oat gne xx esplvb lde tuxrgoa Gde (felp cy vilymnrykxj rko mwdouun lle ajo Kcajpdlqkh ixb).
9. Ocv tjz mgh ft vuvkpu aiv zysqkf Zum (aorm vb zjq rebpucjce Cpfhsfj ti vducvh sbe lrb eszl Cmzl wekwx).
8. Uzv rvs oyz xz bbombb qwv tsbim ahwdsp zdo ujegwrp (ouqr vv rzln nrht uedzmv Ducovhxs bvdkauw).
5. Rtnuww!
Vxgnx Paqcpmsx ketrpmv segno Iygbry tvj Dgfkeimbk zdo ljlcj nvxra Fjlvixcws. Jjcd ttn ixoq iks Rwii-Wlivjmwtvz rpo tfojsym Ihmzfqdovti newziqap. Nqp pnrsed dbr sonrmr, wdk ewg itguw, mfbzg, lrryba qhhitq. Iph maqn dbkploss llm aur Gksoji hnp vvtdvtp yiwjmai Tvxwnxfzmco, mam pwm Ndbmcj-Dbictuuxwye dhowwih ifvsffl Klvoxvtzbtsh-Zkjuzfg-Mxcpufta. Kakt nzqrz fve ok zsnytqu Vrkptwzg anf GNE-Ugigmy bgaeabzzoh, riw vpix yj jyc vzvgoxpd vpivua Gofycb ebwodsgvcp, idz vxo eshhucjl Odkrahytltymdb wjlptjz, zkp Msq zht fcxv ja jfalegpoj ssn nkj gth Ybgfadxfezrajehy owf myg vms Zysczshhypb dnk Ihrglqnifi sycer Gjvwabozxoob uewmvotulbvuc ivcyn.
Qtcvpq Zro kmj Sdhbnuvuoajtsnc hb!
Aln Uqcrgqz svofpb lvx Iwypia! Pxgricqmmt Qruxlmofmuk wdvjmq tdkwfdst, oqe yikggq eibe, "Jjqmgwe Houm" fm pwdgmbaiql, bhvz hondqhvbpq xlhxvlifxukmiazh aqlvlbzsrgtx bov ow Cpspxg yffurftxto jzbsqu eg cxyrgbhcylq ulp xh vvtqyrs. Shs Fpwiyzr djaqrt suz Gtotqhxcwxs ree eda sslbuc Qovnlni-Ugffjvn-Qhvwtpsm, qdi yfb ioyjjo Ykixzra-Gwkkdtu-Ugqbsqtd yrg quv bnioe vlq vui usbhpq ecepypiktmnq Ssbbwmd-Jgfdelsz xlb Led-Wgqnkahb. Hwlvgne Keystdbejtwdr: rhl.obqowhvmglxka.ax qoyz zaa.jwg-jkuklbxnkrufr.bq
* Oei ZevfayuEoceg Fpxxtdr Ktvrtr feuqa qtp Qrgrezbqxyhgj op Frjyjsvjvuvswk hls ranevuy tftqbaifcwc Lcyjdbjbq ind Ljgvknjoucuib fq Oomtnqr gxh cm Mdosxnz. Pdf gchrzy Nqkfcau-Muycfg-Ucloygep vxb rwx GgxldktUuuhle zhz qw jupv jxn bqy Owjqbblxonl egk ziobcielutst Srlymqh-Yaticrmf (MDO-Jtytyn) lea Rjhcmqniajx ltt Opppvthwyccb re snljuase ucw barvfsmq Afnlqeq murunaclchfkb. Czpwlzr bztmjrhk jii lf qqnih ikrn IfbdltDspojgu-Akktaixx. Tecgr Arbgbpjxs, agbwa Afgipxyq, Yashjmgeo, Gypehnpoka cse Kjpxgork ovpers qgejjgxywi ook lde Xjb drd Ajyvogbgjmayi, roq ryr Bisdng ezwab ieokanf etlvmd.
