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 believe that drudgery and clock-watching are a terrible betrayal of that universal, inborn entrepreneurial spirit.

I have enjoyed life a lot more by saying "yes" than by sayings "no".

Space is hard - but worth it. We will persevere and move forward together.

Clearly in the eyes of the consumer; the brand has not been diluted, but we must guard against that happening at all costs.

Breaking the rules and challenging convention is in the DNA of every successful entrepreneur.

I just love every minute of my life. I love the variety. Every minute of every day I'm meeting fascinating new people, learning and working with wonderful teams of people creating wonderful things.