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

All your ideas may be solid or even good .. But you have to Actually EXECUTE on them for them to matter.

As much as I love crisp, clean whites, there's always a time for rich but balanced Chardonnays with oak, especially at Thanksgiving.

We're not really good at knowing what we want, and we are quick to say 'this sucks'. That's where the opportunity lies.

If people say you shouldn't pursue business around your passion they are haters. Don't believe them.

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.

Your story needs to move people’s spirits and build their goodwill, so that when you finally do ask them to buy from you, they feel like you’ve given them so much it would be almost rude to refuse.