Customers have different need states and life experiences.

I think growth covers up mistakes.

Early on I realized that I had to hire people smarter and more qualified than I was in a number of different fields, and I had to let go of a lot of decision-making. I can't tell you how hard that is. But if you've imprinted your values on the people around you, you can dare to trust them to make the right moves.

To be an enduring, great company, you have to build a mechanism for preventing or solving problems that will long outlast any one individual leader.

Our mission statement about treating people with respect and dignity is not just words but a creed we live by every day. You can't expect your employees to exceed the expectations of your customers if you don't exceed the employees' expectations of management.

A great business has to have a conscience. You have to know who you are and who you are not.

I think what we're lacking in society, not only in the U.S. but also around the world, is to find heroes once again and to celebrate these kind of people.