In the great city of San Francisco, where I used to live, at 2 in the morning every other Victorian house has somebody who is writing the great American novel. And the city is not loaded with James Joyces or Virginia Woolfs. But entrepreneurship is about distorted views of reality.

Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!

I still read quite a few printed books, but if something is available in digital format I do not print it before I read it.

We often hear that the digital age has resulted in a devaluing of time, space, and place. But I wonder if theseclaims are exaggerated.

The leaders who work most effectively, it seems to me, never say 'I'. They don't think 'I'. They think 'we'; they think 'team'.

Train everyone lavishly. You can't overspend on training.

Leaders understand the ultimate power of relationships.