When Ron told me about the Genius Bar, I asked, "So how big is it?" He said, "Five people in every store." "So you're going to take away 20% of the sales floor?" "Yeah." "What are we going to charge?" "Nothing." Most CFOs would say, "Are you fucking crazy?" But even as a financial guy at Apple, you have to have a reverence for the creative side of the business. You have to figure out ways to say yes.
http://www.fastcodesign.com/3016337/an-oral-history-of-apple-design-2004