Most executives I know are so action-oriented, or action-addicted, that time for reflection is the first casualty of their success.

Building businesses takes tremendous stamina, and success isn't achieved without it.

Huge open source organizations like Red Hat and Mozilla manage the collaboration of hundreds of people who don't know one another and have spent no time hanging around the water cooler.

Everyone I know feels harassed by email which has invaded their waking and sleeping hours.

Customers who have to come back and spend, or customers who just don't want the hassle of leaving - those are the ones who are most worth attracting.

If I have to spend a lot of time on planes, I try to think of this as time off. In certain ways, it's more restful than home: no Internet, no phones, no interruptions.