the 19- year-old john cappas is dead, never to come back. me, i get out of bed, and i am always trying to figure out how i am going to be better and set myself apart from everyone else around me. > what do you tell your employees? you motivate them too. > > i tell them, you know, let's make the customers happy, number one. let's not argue with the customers. if you make someone's sandwich wrong, don't take it back- > that's different from what you were. you'd bust somebody's chops sometimes- > > no, i would never do that bill. you can't take a guy to small claims court back in the '80s. but, it's like, does it make sense to argue with a customer? no. let him keep the first sandwich. make him another one, and say you're sorry. and they're going to come back. you want to win the battle, or you want to win the war? > john cappas. "tall money" is the name of the book. john, thanks so much. > > thanks again bill. appreciate it. thanks bill. still ahead - from sand to slopes, the top travel bargains this holiday season, right after the break. holi