And therein lies the essence of tactical excellence: people caring about their work because they see its importance.

This means we don’t just obsess upon our financial results; we look at our long-term impact on the communities we serve and we adapt policies and programs to be a positive force. And, given there’s much less cofounders’ drama than most other companies, our employees can focus on how this start-up, which became one of the world’s most valuable hospitality companies nearly overnight, can live its mission helping our customers ‘belong anywhere.

If you say something is important to you and you’d like the rest of your team to care about it, be the first person to live that value. Otherwise, don’t be surprised when nobody else does either.

That was the source of so much of his and the company’s success, and I had immense respect for Michael’s tendency to sweat the details. It showed how much he cared, and it made a difference. He understood that “great” is often a collection of very small things, and he helped me appreciate that even more deeply. Michael was proud of his micromanagement, but in expressing his pride, and reminding people of the details he was focused on, he could be perceived as being petty and small-minded.

And because of this we have the extraordinary situation in which quite a few people read what I’ve written. So the fact that I’m me and no one else is one of my greatest assets. Emotional hurt is the price a person has to pay in order to be independent.