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.

Life can seem rather unreal at times. Alive and well and loving one day. No longer there the next.

I'm not superstitious. I don't really believe in star signs, sorry, or superstitions.

In Africa, villagers look up to elders; they are the moral voice of their community.

If you don't take risks you won't achieve anything.

I felt uneasy about making the rapid decisions I have always made, and wondered whether every decision should be formally ratified and minuted at a board meeting.

If you don't make bold moves, the world doesn't move forward.