Listen to everyone in your company and figure out ways to get them talking. The folks on the front lines—the ones who actually talk to the customer—are the only ones who really know what's going on out there. You'd better find out what they know.

真正的圣贤，决不是愚腐不化。真正的豪杰也绝不是粗鲁疏略。

关键不在于我们相信什么，而在于为何相信；道德责任由此开始。