Jay Hollett was newly hired, and I was his mentor, so he sat next to me and asked a lot of questions.

We were going out on a smoke break and he had a question about what to do on one of those judgement calls, and we were talking about it as Mike Apgar walked up.

So Jay flat out asked Mike what he would do; Mike thought about it for a second, then asked Jay what was the right thing to do, and suggested that Jay do that.

It made quite an impression on Jay and I, and after that, instead of focusing on policy and rules, we focused on doing the right thing for the customer and the company, and did our best to pass that on to new people.

— Eric Stata