Ignoring platforms that have gained critical mass is a great way to look slow and out-of-touch. Do not cling to nostalgia. Do not put your principles above the reality of the market. Do not be a snob.

If there's a problem, we at Wine Library never tell ourselves that once we handle this issue, we'll never have to deal with the person again. We talk to every single person as though we're going to wind up sitting next to that person at his or her mother's house that night for dinner.

I don't want anybody to not recognize how appreciative I am of the volume of e-mails I get.

What's the ROI of your Mom?

I pride myself in listening. When you have people paying attention to you, your biggest job is to listen what they want. Deliver what your community wants.

I hate how many people think "glass half-empty" when their glass is really four-fifths full. I'm grateful when I have one drop in the glass because I know exactly what to do with it.

Storytelling is the game. It's what we all do. It's why Nike is Nike, it's why Apple is Apple, it's why Walt Disney built Disney World and it's why Vince McMahon makes a billion dollars.