5. ” “ If I sent a child into one of your stores with a broken salt and pepper shaker today, would your policies allow your workers to be kind enough to replace it? -Randy Pausch
13. “ ” While it may take a little longer to figure out how to order your double tall, half-caf, vanilla, nonfat latte, once you do, there’s a feeling of belongingness, that you’re part of the ‘club.’ - John Moore, former Starbucks Marketer