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.

For a successful entrepreneur it can mean extreme wealth. But with extreme wealth comes extreme responsibility. And the responsibility for me is to invest in creating new businesses, create jobs, employ people, and to put money aside to tackle issues where we can make a difference.

If you offer people a decent service, if you give them you know Internet access, if their phones are not cut off on the trains, you know if you have plugs where they can plug in their computers, and if you have a smiling, cheerful staff; and if you can travel really quickly, then you can make a success out of the rail business.

Every business, like a painting, operates according to its own rules. There are many ways to run a successful company. What works once may never work again. What everyone tells you never to do may just work, once.

Customers shouldn't just think of your business as a place to buy a product or use a service - it should be a fun place to be.

When I was 15, I left school to start a magazine, and it became a success because I wouldn't take no for an answer. I remember banging on James Baldwin's door to ask for an interview when he came to England. Then I got Jean-Paul Sartre's home phone number and asked him to contribute. If I'd been 30, he might have said no, but I was a 15-year-old with passion and he was charmed. Making money was always just a side product of having a good time and creating things nobody'd seen before.

Grow internally first. Strengthen your bottom line first before considering external growth.