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Problems are just mile markers. Each one we pass means we’ve gotten better.

Tony Hsieh

Never accept or be too comfortable with the status quo, because the companies that get into trouble are historically the ones that aren’t able to adapt to change and respond quickly enough.
TONY HSIEH

Acceptance Adapt Change Comfortable Company Enough Quick Response Status
The best leaders are servant leaders – they serve those they lead.
TONY HSIEH

Leadership Service
A great brand is a story that never stops unfolding.
TONY HSIEH

Brand Greatness Stop
Chase the vision, not the money, the money will end up following you.
TONY HSIEH

End Follow Money Vision
Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.
TONY HSIEH

Brand Company Customer Employee Paid Talk Yourself
Launching a business is kind of like a motorboat: You can go very quickly and turn fast.
TONY HSIEH

Business Fast Kind Quick Yourself
If there are too many competitors, even if you’re the best it’s a lot harder to win.
TONY HSIEH

Best Competition Hard Win Yourself
Inspire other communities and cities to reinvent themselves.
TONY HSIEH

City Community Inspirational Invention
Envision, create, and believe in your own universe, and the universe will form around you.
TONY HSIEH

Believe Form Spiritual Universe Vision Yourself
Stop chasing the money and start chasing the passion.
TONY HSIEH

Inspirational Money Passion Start
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
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
If you’re focused on the friendship as its own reward, serendipitous stuff just happens. I know that sounds weird, but I can tell you for our 12 years of existence, it’s actually how a lot of stuff happens.
TONY HSIEH

Existence Focus Friendship Myself Reward
Having a higher purpose is more than just about profits. You actually end up making more profits in the long run because employees really are a lot more engaged and customers see the higher purpose in the company.
TONY HSIEH

Company Employee End Engagement Profit Purpose See
Happiness is really just about four things: perceived control, perceived progress, connectedness (number and depth of your relationships), and vision/meaning (being part of something bigger than yourself).
TONY HSIEH

Big Connection Control Happiness Relationship Vision
We asked ourselves what we wanted this company to stand for. We didn’t want to just sell shoes. I wasn’t even into shoes – but I was passionate about customer service.
TONY HSIEH

Company Customer Myself Passionate Service Stand
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
SEO expertise is a core need for today’s online businesses.
TONY HSIEH

Business Day Digital Need Online
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
I thought about how easily we are all brainwashed by our society and culture to stop thinking and just assume by default that more money equals more success and more happiness, when ultimately happiness is really just about enjoying life.
TONY HSIEH

Easy Enjoyment Equality Life Money Society Thinking
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
Your brand is your culture.
TONY HSIEH

Brand Culture One Liner
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
I view my role more as trying to set up an environment where the personalities, creativity and individuality of all the different employees come out and can shine.
TONY HSIEH

Creativity Employee Environment Myself Personality Role Shine Try View
Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.
TONY HSIEH

Decision Easy Principle True Yourself
Most companies are very quick to hire and slow to fire, when really it should be the other way around.
TONY HSIEH

Company Fire Quick Recruitment Slow Way
Help inspire people to realize they are capable of changing the world.
TONY HSIEH

Change Help Inspirational World

Problems are just mile markers. Each one we pass means we’ve gotten better.

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Problems are just mile markers. Each one we pass means we’ve gotten better.

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