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Customer service shouldn’t just be A department, it should be the entire company.

Tony Hsieh

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.
TONY HSIEH

Customer Forget Hope People Place Service Start
Your brand is your culture.
TONY HSIEH

Brand Culture One Liner
Zappos is a customer service company that just happens to sell shoes.
TONY HSIEH

Company Customer Service
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.
TONY HSIEH

Balance Business Decision Growth Learning Mistake Quick
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.
TONY HSIEH

Communication Feeling Foundation Honesty Open People Remember Yourself
There’s a big difference between motivation and inspiration: Inspire through values and motivation takes care of itself.
TONY HSIEH

Big Care Difference Inspirational Motivational Value
I made a list of the happiest periods of my life & I realized that none of them involve money.
TONY HSIEH

Happiness Life Money Myself
The ultimate definition of success is: you could lose everything that you have and truly be okay with it. Your happiness isn’t based on external factors.
TONY HSIEH

Definition Happiness Lose Success True Ultimate Yourself
For individuals, character is destiny. For organizations, culture is destiny.
TONY HSIEH

Character Culture Destiny Organization
Stop chasing the money and start chasing the passion.
TONY HSIEH

Inspirational Money Passion Start
If someone is self-aware, then they can always continue to grow. If they’re not self-aware, I think it’s harder for them to evolve or adapt beyond who they already are.
TONY HSIEH

Aware Beyond Evolution Growth Hard Myself Thinking
Whatever you’re thinking, think bigger.
TONY HSIEH

Big Inspirational Thinking Yourself
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.
TONY HSIEH

Important Oneself People Thinking Value
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.
TONY HSIEH

Avoid Contact Corporation Cost Eyes Hall
Your personal core values define who you are, and a company’s core values ultimately define the company’s character and brand. For individuals, character is destiny. For organizations, culture is destiny.
TONY HSIEH

Brand Character Culture Definition Destiny Organization Personal Value
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.
TONY HSIEH

Big Business Quick Yourself

Customer service shouldn’t just be A department, it should be the entire company.

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Customer service shouldn’t just be A department, it should be the entire company.

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