Zappos is a customer service company that just happens to sell shoes.
TONY HSIEHHelp shape the stories that people are telling about you.
More Tony Hsieh Quotes
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Business is all about learning to balance the short-term, medium-term and long-term and I think it’s when things are going well it covers up a lot of mistakes and bad decisions because you’re growing so quickly.
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Whatever you’re thinking, think bigger.
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Learn by doing. Theory is nice, but nothing replaces actual experience.
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Your culture is your brand.
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For individuals, character is destiny. For organizations, culture is destiny.
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Open, honest communication is the best foundation for any relationship, but remember that at the end of the day it’s not what you say or what you do, but how you make people feel that matters the most.
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Without conscious and deliberate effort, inertia always wins.
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Ask yourself: would you be comfortable printing everything your employees, customers & partners have to say about your culture?
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Customer service shouldn’t just be A department, it should be the entire company.
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A bigger business is like a cruise ship: There are lots of amenities and you can go a lot further, but it’s harder to turn quickly.
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Hopefully 10 years from now people won’t even realize we started out selling shoes. They will just think about Zappos as a place to get the best customer service.
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I made a list of the happiest periods of my life & I realized that none of them involve money.
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It doesn’t cost anything to say hi when you pass someone else in the hallway, whereas, most corporations if you pass you avoid eye contact.
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I think the most important thing is just if you hire people whose personal values match the corporate core values – and not just the stated ones.
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Things are never as bad or as good as they seem.
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