We answered our phone within two rings, always—7 a.m. to 10 p.m., seven days a week.

no matter what business you’re in, it’s good to prepare for what would happen if business doubled.

Also at the end of each order, there was a box that would ask, “Any special requests?”

But I never again promised a customer that I could do something that was beyond my full control.

it always led to the customer and

When you’re onto something great, it won’t feel like revolution. It’ll feel like uncommon sense.

If you think your life’s purpose needs to hit you like a lightning bolt, you’ll overlook the little day-to-day things that fascinate

E-mail blasts are the best training for being clear.

musician getting in touch directly. This is something that big stores like Amazon would never do.