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

Tony Hsieh

We decided that if we get the culture right, most of the stuff, like building a brand around delivering the very best customer service, will just take care of itself.
TONY HSIEH

Best Build Care Culture Customer Decision Right Service
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
What’s the best way to build a brand for the long term? In a word: culture.
TONY HSIEH

Best Brand Build Business Culture Way
Chase the vision, not the money, the money will end up following you.
TONY HSIEH

End Follow Money Vision
If you’re worried about putting food on the table or putting a roof over your head, that stress is definitely will contribute to unhappiness, but once you have your basic needs met then incremental money.
TONY HSIEH

Basic Contribution Food Money Worry Yourself
Problems are just mile markers. Each one we pass means we’ve gotten better.
TONY HSIEH

Each Other Oneself Problem
Our belief is that if you get the culture right, most of the other stuff, like great customer service, or building a great long-term brand or empowering passionate employees and customers, will happen on its own.
TONY HSIEH

Belief Brand Culture Empowerment Greatness Ourselves Passionate
The biggest (and hardest) lesson I’ve learned in life is that the external world is just a reflection of the world within.
TONY HSIEH

Game Learning Lesson Love Myself Reflection World
Success is getting to a point where you’d be truly OK with losing everything you have and starting over.
TONY HSIEH

Lose Start Success True Yourself
Customer service shouldn’t just be A department, it should be the entire company.
TONY HSIEH

Company Customer Department Service
Launching a business is kind of like a motorboat: You can go very quickly and turn fast.
TONY HSIEH

Business Fast Kind Quick Yourself
Our customers call and e-mail us to say that’s how it feels when a Zappos box arrives. And that’s how we view this company.
TONY HSIEH

Call Company Customer Feeling View
If I was going to go into an office I wanted it to be with people I would choose to be around even if we didn’t have to work together and so that was one of the major reasons why I decided out of all the different companies we invested in to work with Zappos.
TONY HSIEH

Choice Company Decision Investment Myself Office People Reason Work
Don’t play games that you don’t understand, even if you see lots of other people making money from them.
TONY HSIEH

Game Money People Play Understand Yourself
Learn by doing. Theory is nice, but nothing replaces actual experience.
TONY HSIEH

Big Learning Thinking
Envision, create, and believe in your own universe, and the universe will form around you.
TONY HSIEH

Believe Form Spiritual Universe Vision 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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