You don't hire for skills, you hire for attitude. You can always teach skills.

To be an excellent leader, you have to be a superb follower.

You [the employees] are involved in a crusade.

If you're crazy enough to do what you love for a living, then you're bound to create a life that matters.

We will hire someone with less experience, less education, and less expertise, than someone who has more of those things and has a rotten attitude. Because we can train people. We can teach people how to lead. We can teach people how to provide customer service. But we can't change their DNA.

If the employees come first, then they're happy. A motivated employee treats the customer well. The customer is happy so they keep coming back, which pleases the shareholders. It's not one of the enduring green mysteries of all time, it is just the way it works.