“We are stubborn on vision. We are flexible on details….”

“If you’re not stubborn, you’ll give up on experiments too soon. And if you’re not flexible, you’ll pound your head against the wall and you won’t see a different solution to a problem you’re trying to solve.”

“If we can keep our competitors focused on us while we stay focused on the customer, ultimately we'll turn out all right.”

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”

“E-mail has some magical ability to turn off the politeness gene in a human being.”

“I wanted a woman who could get me out of a Third World prison. Life's too short to hang out with people who aren't resourceful.”

“Your margin is my opportunity”