So in 2000, when we changed the business model and started really focusing on that triangle and putting the customer in the center, we decided we should hold off - we've done enough consolidation; we've got enough critical mass.

I'm very comfortable in having a strong team. I'm very comfortable in sharing the limelight with the team.

That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers.

Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process.

I have made lots of mistakes in terms of contracts and spending money when I shouldn't have spent money.

We've all made mistakes that are similar in just trying to get by or make some money or feel good about ourselves.

Focus on solving real problems and not on making money. There will be enough takers for your solutions. You will help make lives of some people better, and money will follow.

I didn't have the money to put myself through drama school, so I thought - naively - that if I wrote a play and put it on at the Edinburgh Fringe Festival, agents would see me and that would be my ticket to Hollywood. I wrote a musical; an acting coach saw it and put me on his course for free while I wrote for his company.