"If you do build a great experience, customers tell each other about that. Word of mouth is very powerful."

"I'm a big fan of the idea of getting rich slow. It's a lot more fun."

"Complaining is not a strategy. We have to work with the world as we find it, not as we would like it to be."

"We are not competitors with bookstores. We are competitors with sleep."

"I didn't think I'd regret trying and failing. And I suspected I would always be haunted by a decision to not try at all."