If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.

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

I've not seen an effective manager or leader who can't spend some fraction of time down in the trenches... If they don't do that they get out of touch with reality, and their whole thought and management process becomes abstract and disconnected.

Your margin is my opportunity.

Part of company culture is path-dependent. It’s the lessons you learn along the way.

Lowering prices is easy. Being able to afford to lower prices is hard.

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