Without conscious and deliberate effort, inertia always wins
A bigger business is like a cruise ship: There are lots of amenities and you can go a lot further, but it's harder to turn quickly.
Customer service shouldn't just be A department, it should be the entire company.
Zappos is a customer service company that just happens to sell shoes.
Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.
Success is getting to a point where you'd be truly OK with losing everything you have and starting over.