"Hope is a fragile thing, but it is also the most powerful force we have."

The way management treats the associates is exactly how the associates will then treat the customers.

Our heroes are human heroes. That's a very new situation. Most other societies have had, right at their center, the worship of something transcendent: a god, a spirit, a natural force, the universe, whatever it is -- something else that is being worshiped. We've slightly lost the habit of doing that, which is, I think, why we're particularly drawn to nature.