The performance standard must be Zero Defects. Not 'that's close enough'.

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.

"A story is a letter that the author writes to himself, to tell himself things that he would be unable to discover otherwise."

最好的导演是那些能让观众感受到某些东西的导演。