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.

Listen to the customer's complaint and act fast.

Never go into business purely to make money. If that's the motive you're better off doing nothing.

I don’t think of work as work and play as play. It’s all living.

I am prepared to try anything once.

I drink about 30 cups of tea a day. I'm a complete tea addict.

Ideally, since 80 percent of your life is spent working, you should start your business around something that is a passion of yours