If you don't understand the details of your business you are going to fail.

I'm not prepared to make any multi-decade commitments.

If you only do things where you know the answer in advance, your company goes away.

If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.

Strip malls are history.

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.

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