The problem is, we’re all using social networks as distribution instead of native platforms to actually tell stories.

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 think of customer service as an offense and not a defense

I'm pretty good at sticking to what I know. You don't see me social commentating on health-care or presidential debates. I talk about what I know because I'm petrified of being wrong.

People are chasing cash, not happiness. When you chase money, you're going to lose. You're just going to. Even if you get the money, you're not going to be happy.

I am wired like a CEO and care a great deal about the bottom line, but I care about my customers even more than that. That's always been my competitive advantage.

I genuinely believe that any business can create a competitive advantage through giving outstanding customer care.