We tried to set up a company that patterned ourselves after Southwest in all the fun, the spirit, the great people, the smile, the efficiency side of it, but we've added some extras that people aren't used to finding on Southwest.
All of us here are servants of the reading public. I am the head of the servants and I must show that I know better than any of the servants where the materials are found. I want to show that our service here is efficient and that we are really working to serve.
The economic model was formed by the constraints that I had: a small space, relatively inexpensive building materials, relatively inexpensive investment, a very efficient service line or assembly line.
Healthy competition places discipline on the market and should focus providers on providing the best service at a lower cost.
A wealthy man can preserve his wealth only by continuing to serve the consumers in the most efficient way.
It is men who wait to be selected, and not those who seek, from whom we may expect the most efficient service.
Computers make excellent and efficient servants, but I have no wish to serve under them.
For me, good service is efficient and discreet; it's that critical balance. As soon as the client sits down, the communication flow has to start. Customers need to feel that the waiters are supervised - that there's a system in place.
