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

It's exciting to see how fast your kids learn and grow. I'm not too worried about them, particularly the ones who like to break rules and don't follow instructions; those are the ones that will do just fine because they know what's important to them.

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?

There is no better catalyst to success than curiosity.

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.

I had to give it a full go and see what happened.

The point is, you can't keep doing the same thing and expect it to keep working.