Treat customer support as a product.

At first when you start a company, everything's gonna feel like a mess and it really should. It should feel like everyday there's a new problem, and what you're doing is fundamentally triaging.

If the Martians took over eBay it would take 6 months for the world to notice.

Ultimately, I don't believe that you can build a company without a lot of effort, and that you need to lead by example.

You should have a 1-on-1 roughly every 2 weeks.

The first thing that editor does is they take out a red pen, or nowadays you go online, and they start striking things. Basically eliminating things, the biggest task of an editor is to simplify, simplify, simplify and that usually means omitting things.

Don't accept the excuse of complexity. A lot of people will tell you, this is too challenging, this is too complicated, yeah well I know other people simplify but that's not for me, this is a complicated business. They're wrong. You can change the world in 140 characters.