The first step is trying to hire the right kind of people and then training them. They need to have a great attitude and like to serve people.

It's a very important stamp of quality. People are looking for diamonds or stars to verify the quality of the experience is going to be good.

There is a certain amount of cost involved for that level of quality and an effort entailed in keeping that rating. If you jump into that realm, you want to keep it. It's not an easy task to do.

I'm trying to think about the right way to formulate language, ... I believe that we should not be at this point talking about unilateral going-it-alone approaches while we're asking the U.N. to take strong action.

I was trying to hit the ball hard somewhere, but both times right at people,

People are trying to do the right thing, but nobody knows what the right thing is. Every country feels like they have to do something, and so they order a quick technological fix.