It's never easy to set up any business, but it comes back to determination and drive and the love of what you do!

When you are making a decision about how best to serve your customers, your own experience is often a better guide than a more sophisticated analysis of the market.

I've been lucky to have survived balloon trips, boating trips, you know, a lot of rather foolish things in my life, so I was definitely born under a lucky star.

One of the best bits of advice I can give is, early on, when you're building a new business, try to find somebody to run it on a day-to-day basis to free yourself up to look at the bigger picture.

To achieve consistently terrific customer service, you must hire wonderful people who believe in your company's goals, habitually do better than the norm and who will love their jobs; make sure that their ideas and opinions are heard and respected; then give them the freedom to help and solve problems for your customers. Rather than providing rules or scripts, you should ask them to treat the customer as they themselves would like to be treated - which is surely the highest standard.

I love the freedom of movement that my phone gives me. That has definitely transformed my life.

When you are ready to make your first hires, look for people who understand your passion, want to add to your ideas and can envision ways to make improvements.