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.

This finding suggests that it may be the tangibility, rather than the magnitude, of the benefits that makes people care. You don’t have to promise riches and sex appeal and magnetic personalities. It may be enough to promise reasonable benefits that people can easily imagine themselves enjoying.

When you get too caught up in showing your prowess—“Look at what we can do!”—you’re losing focus on the only thing that matters, which is what will make your customer happy.

I’m always interested in what others, and not just the esteemed critic from The New York Times, think about what we’re doing. If your business involves making people happy, then you can’t be good at it if you don’t care what people think. The day you stop reading your criticism is the day you grow complacent, and irrelevance won’t be far behind.

Maybe people don’t notice every single individual detail, but in aggregate, they’re powerful. In any great business, most of the details you closely attend to are ones that only a tiny, tiny percentage of people will notice. But if I could institute a system that demanded that the entire team think carefully about even the most rudimentary of tasks, I was creating a world in which intention was the standard, and our guests could feel it.