Unless you are building a new company from the ground up and can install caring as your businesses' cornerstone, you have to be willing to embark on a completely cultural overhaul so that, like a local mom and pop shop, every employee is comfortable engaging in customer service, and does it authentically.

I think of customer service as an offense and not a defense

Stop doing things that waste time. Don't replace time with your family or things that you need to do. I needed to put together two fantasy teams this weekend because that's something I enjoy, but I did stop playing Nintendo Wii for hours on end.

What's the ROI of your Mom?

A penguin cannot become a giraffe, so just be the best penguin you can be.

I have as big of an ego as it gets, but I have, stunningly, a lot of humility considering some of the accomplishments I've had.

The chef that grew up with the grandma who cooks tends to always beat the chef that went to the culinary institute. It's in the blood.