"And divisiveness, by breaking down direct communication makes it harder to take care of customers, to be competitive, and to gain market share."

"If you don't listen to your customers, they'll stop listening to you."

"I've always tried to be a good listener."

"I've always been a hands-on kind of guy."

"The key to success is to get out into the store and listen to what the associates have to say. It's terribly important for everyone to get involved. Our best ideas come from clerks and stock boys."