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. The best ideas come from the floor.

领导这件事是一个敏感的话题。很多领导者失败，因为他们没有足够的勇气去打破现状、振奋人心。在我的生涯中，我从没有这种担忧。