customers. I have strong feelings about the Felixes of the world.

You need to be as unreasonable in how you build your team as you are in how you build your product or experience.

And it was a way for us to communicate, on a person’s very first day: We hired you for a reason. We know you have something to contribute, and we don’t want to wait to see what it is.

Criticize the behavior, not the person. Praise in public; criticize in private. Praise with emotion, criticize without emotion.

You must be able to name for yourself why your work matters. And if you’re a leader, you need to encourage everyone on your team to do the same.

Intention means every decision, from the most obviously significant to the seemingly mundane, matters. To do something with intentionality means to do it thoughtfully, with clear purpose and an eye on the desired result.

You don’t want to have a hundred keys; you win when you end up with only one—the key to the front door.

Fads fade and cycle, but the human desire to be taken care of never goes away.

New traditions work only if they’re authentic—if they fill a real purpose and satisfy a real need.