The key is to set realistic customer expectations, and then not to just meet them, but to exceed them - preferably in unexpected and helpful ways.

All you have in life is your reputation: you may be very rich, but if you lose your good name, then you'll never be happy. The thought will always lurk at the back of your mind that people don't trust you.

Don’t just play the game – change it for good.

Brave people don't live forever, but cautious people don't live at all.

In the beginning it was just about the business - now it's about the brand.

I suspect in most companies, the public relations person is down at No. 20 in the pecking order. But here, he is fighting incredibly important battles. If a negative story starts running away with itself in the press and is not dealt with fast, it can badly damage the brand, and so we put enormous weight on our PR people.

It's so graceful to be blown by the wind, to go where the wind takes you. Just drifting over beautiful rivers in a balloon is perfect.