“You must fire bad customers just as you would fire a bad employee. If you do not get rid of your bad employees, the good employees will leave. If I do not fire bad customers, not only will my good customers leave but many of my good employees will leave as well.”
“When downsides coexist with upsides, as they often do, people are reluctant to explore what’s bugging them, for fear of being labeled complainers. I also realized that this kind of thing, if left unaddressed, could fester and destroy Pixar.”
“All, from police forces to armed forces, are rigid hierarchies of salaried employees, and all are necessarily cumbered with incompetents who cannot do their existing work, cannot be promoted, yet cannot be removed.”
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