My businesses are usually built around challenging conventional wisdom, so I tend to gain by taking the other side. It's been very profitable and entertaining for me

It is so much easier to be nice, to be respectful, to put yourself in your customers' shoes and try to understand how you might help them before they ask for help, than it is to try to mend a broken customer relationship.

You learn in life that a lot of things are the result of effort, but some things, in terms of scale, are random.

The new moron in town is Chad Ford of ESPN.com.

Sales Cure All. Know how your company will make money and how you will actually make sales.

Do your homework and know your business better than anyone. Otherwise, someone who knows more and works harder will kick your ass.

If you want to deal with me, email is the way you do it. Working via email means that everything I do is searchable. I can go back and check out discussion threads from more than 15 years ago.