1. Base your strategy on things that won’t change.
2. Obsess over customers.
3. We are willing to be misunderstood for long periods of time.
4. There are two kinds of companies: those that try to charge more and those that work to charge less. We will be the second.
5. Determine what your customers need, and work backwards.
6. Our culture is friendly and intense, but if push comes to shove we’ll settle for intense.
7. If you want to be inventive, you have to be willing to fail.
8. In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.
9. Everyone has to be able to work in a call center.
10. This is Day 1 for the Internet. We still have so much
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