Silence is the language of inertia.

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.

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.

Britain is famous for being great at inventing and poor at commercializing.

Making a company fit to sell may be the only way to ensure you never need a buyer.

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.