I Told All Of Our Original Investors

Effective Process Is Not Bureaucracy. Bureaucracy Is Senseless Process.

You Know, We Love Stories And We Love Narrative; We Love To Get Lost In An Author's World.

I Don't Know About You, But Most Of My Exchanges With Cashiers Are Not That Meaningful.

If We Can Keep Our Competitors Focused On Us While We Stay Focused On The Customer, Ultimately We'll Turn Out All Right.

In The Old World, You Devoted 30% Of Your Time To Building A Great Service And 70% Of Your Time To Shouting About It. In The New World, That Inverts