Starbucks was founded around the experience and the environment of their stores. Starbucks was about a space with comfortable chairs, lots of power outlets, tables and desks at which we could work and the option to spend as much time in their stores as we wanted without any pressure to buy. The coffee was incidental.

The value of emotions comes from sharing them, not just having them.

When you can wake up in the morning and feel successful whether some end goal is realized or not...THAT is true success.

If someone's performance is down we do not say, 'Hey pick up your things here.' We do not yell and scream at them, we say, 'Are you okay?' The idea of putting our financials goal aside for one minute to express empathy for the human being for that work and saying, 'Are you okay?' That is part of the sacrifice.

We think leadership is about rank and power, but better to think of leadership as the responsibility for other human beings. That leadership and rank may not go together. So it manifests in this remarkable way.

Stories are attempts to share our values and beliefs. Storytelling is worthwhile when it tells what we stand for.

Make it about them, not about you.