Somewhere in the mix, we forgot the very critical people who deliver the service.

It's so important that we tell customers what's going on as best as we can. And we're trying to do that. We don't often know ourselves, for so many different factors, but reliability, flexibility, and information are the three critical customer service orientations.

If you feel anything weird, immediately call 911 and give them your address because you may not make it past the phone call.

We had taken the cups for coffee out of the building as a cost-saving measure, but left the coffee. Somebody thought it was symbolic to do this.

My greatest pleasure is spending time with my family: my husband and daughter, but also my mother, my three sisters, and their families.

Everybody I talked to - from my friends to my family and some of the players - really gave me a lot of support from the start. And that certainly made me feel good about trying to come back and be one of the best again.

Parents don't understand kids and kids don't understand parents. My parents were divorced when I was really young and I went to live with my dad.

I think 'Tattoo's a song that can go so many different ways. Some people think of it as a break-up song, but, for me, it's about somebody who comes into your life and really touches you - be they a friend, a family member or someone you're in a relationship with.