You can't grow long-term if you can't eat short-term. Anybody can manage short. Anybody can manage long. Balancing those two things is what management is.

Willingness to change is a strength, even if it means plunging part of the company into total confusion for a while.

I was afraid of the internet... because I couldn't type.

I wanted to change the rules of engagement, asking for more- from fewer. I was insisting that we had to have only the best people...If you wanted excellence, at a minimum, the ambience had to reflect excellence.

Don't make the process harder than it is.

Again, your challenge is not just to improve. It is to break the service paradigm in your industry or market so that customers aren't just satisfied, they're so shocked that they tell strangers on the street how good you are.

I’ve learned in a hundred ways that I rarely regretted acting but often regretted NOT acting fast enough.