Choose great people and shine in their shadows

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.

Unless you dream, you're not going to achieve anything.

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.

Screwing business as usual fundamentally recognises that doing good is good for business.

I moved into a nice houseboat in Little Venice when I was 15 years old. I found a girlfriend called Monday and a houseboat called Friday, so I had the week sewn up.

When you're first thinking through an idea, it's important not to get bogged down in complexity. Thinking simply and clearly is hard to do.