You know, if you make a customer unhappy they won't tell five friends, they'll tell 5,000 friends. So, we are at a point now where we have all of the things we need to build an important and lasting company, and if we don't, it will be shame on us.

Teachers, who are really good create that environment where you can be very satisfied by the process of learning. If you do something and you find it a very satisfying experience then you want to do more of it. The great teachers somehow convey in their very attitude and their words and their actions and everything they do that this is an important thing you're learning. You end up wanting to do more of it and more of it and more of it. That's a real talent some people have to convey the importance of that and to reflect it back to the students.

The one thing that offends me the most is when I walk by a bank and see ads trying to convince people to take out second mortgages on their home so they can go on vacation. That's approaching evil.

We also have no incentive compensation of any kind. And the reason we don’t is because it is detrimental to teamwork.

We watch our competitors, learn from them, see the things that they were doing for customers and copy those things as much as we can.

I believe you have to be willing to be misunderstood if you're going to innovate.

There are a whole bunch of people who don't like to shop. But there are also people, maybe, who even do like to shop but are very time pressured. And so shopping online can save people time.