There are a lot of things that go into creating success. I don't like to do just the things I like to do. I like to do things that cause the company to succeed. I don't spend a lot of time doing my favorite activities.

One of the things was to create a kind of amnesty environment.

One of the things I benefited from when I started this business was that I didn't know anything. I was just instinct with no preconceived notions. This enabled me to learn and change quickly without having to worry about maintaining any kind of status quo, like some of my bigger competitors.

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?

The idea of being all things to all people is a thing of the past.

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.

Regrets are born of paths never taken.