It had always made sense to me to build a business based on what people really wanted, rather than guess what we thought they might want.

You don't have to be a genius or a visionary or even a college graduate to be successful. You just need a framework and a dream.

It's easy to decide what you're going to do. The hard thing is deciding what you're not going to do.

If we have 99% [market] share of Ford Company, the question to us is 'How do we improve the customer satisfaction in order to get that additional 1% share?

We've found that customers are very open. They'll tell you what's going on, what's working and what's not. They're looking for help.

There's always an opportunity to make a difference

Anything that can be measured can be improved