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.

It's really important to find an hour or two to a day to make sure that you keep healthy, keep fit. It's very easy just to forget that aspect. And if you're feeling really good and fit, I think you can get two or three extra hours a day of hard work in as well.

Look, I think that when we started Virgin Atlantic 30 years ago, we had one 747 competing with the airlines that had an average of 300 planes each. Every single one of those have gone bankrupt because they didn't have customer service. They had might, but they didn't have customer service, so customer service is everything in the end.

There are quite a few things I've done that even I thought might have been one step too far. But if you are willing to make a fool of yourself and make people smile, as long as you do it with a sense of fun, you can get away with it.

Don't bother doing something unless you're radically different from the competition.

If you get into business solely to make money, you won’t. If you try to make a real difference, you’ll find success.

No matter how big you are, details count!