We'll serve, on a good Saturday night six or seven thousand people in all the restaurants, and it's like, the percentages are that maybe one person's not going to like what they get. And I can't be there to fix it. I hate that. We're in this business to make things that please people.

It was always remarkable to me how ignorant the labels were of the listening habits of their own customers, and how obstinate they were in denying those habits and then trying to essentially alter those habits instead of retooling their business to adapt to them.

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