I'd still say that visiting the stores and listening to our folks was one of the most valuable uses of my time as an executive. But really, our best ideas usually do come from the folks in the stores. Period.

The goal as a company is to have customer service that is not just the best, but legendary.

I've always been driven to buck the system.

We let folks know we're interested in them and that they're vital to us. cause they are.

Ignore the conventional wisdom. If everybody else is doing it one way, there’s a good chance you can find your niche by going in exactly the opposite direction.

There is only one boss. The customer.

Do it. Try it. Fix it.