Phones and soundtracks and Muzak and fountains replace genuine and unpredictable human contact with a seamless soundtrack from a bad movie and a cliche that makes us believe we must all be happy.

Business is not a science; it is not susceptible to experiments that can be controlled and replicated. Everything in business is too unpredictable for that - every business, employee, product, market is different and keeps changing.

Phones and soundtracks and Muzak and fountains replace genuine and unpredictable human contact with a seamless soundtrack from a bad movie and a cliche that makes us believe we must all be happy.

What do you want your business to do? Make money, of course. To pay for people and supplies, to be able to grow.

I don't think a true company - one that builds sustainable value - can ever only exist online or remotely.

For good ideas and true innovation, you need human interaction, conflict, argument, debate.

Customers who have to come back and spend, or customers who just don't want the hassle of leaving - those are the ones who are most worth attracting.