I think the most important thing that I think everyone in America must have is belief that wherever they live, whatever station they have in life, that the American dream is alive and well. I think the fracturing of trust and confidence is in the American dream.

At Starbucks 0 as in any business, in any life - there are so many hectic moments during the day when we are simply trying to do the job, trying to put out the fires, trying to solve any number of small problems, that we often lose sight of what it is we're really here to do.

We will never-and I mean never-turn our backs on our employees.

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.

Anybody can leverage celebrity for profit.

Hiring people is an art, not a science, and resumes can't tell you whether someone will fit into a company's culture.

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