Are you lazy or just incompetent?

In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts

My own view is that every company requires a long-term view.

If you're truly obsessed over customers, it'll cover a lot of errors.

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.

What I want to talk to you about today is the difference between gifts and choices. Cleverness is a gift, kindness is a choice. Gifts are easy - they’re given after all. Choices can be hard. You can seduce yourself with your gifts if you’re not careful, and if you do, it’ll probably be to the detriment of your choices.

I think if people read more, that is a better world.