Customers don't always know what they want. The decline in coffee-drinking was due to the fact that most of the coffee people bought was stale and they weren't enjoying it. Once they tasted ours and experienced what we call "the third place" ... a gathering place between home and work where they were treated with respect.. they found we were filling a need they didn't know they had.

The issue of managing through a crisis is you have to be decisive even if you don't have perfect information.

I grew up in a working class family where there was no health insurance. I saw first hand the fracturing of the American dream and the bitterness that comes when there is no hope and a lot of despair. So I wanted to build the company, in a sense, that my father never got a chance to work for.

I'm optimistic about the country; I'm optimistic about the American people.

Success is best when it is shared.

In times of adversity and change, we really discover who we are and what we're made of.

Success is something that has to be earned every day.