Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.
TONY HSIEHA 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.
More Tony Hsieh Quotes
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The problem when someone feels burned out, bored, unchallenged, or stifled by their work is not the job itself but rather the environment and playground rules given to them to do the job at hand.
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For me, my role is about unleashing what people already have inside them that is maybe suppressed in most work environments.
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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.
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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.
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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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A great brand is a story that never stops unfolding.
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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.
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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.
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Help shape the stories that people are telling about you.
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Whatever you’re thinking, think bigger.
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Whatever you are thinking, think bigger.
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Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.
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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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Twitter is like hugging. Just because it’s hard to measure the return on investment doesn’t mean there isn’t value there.
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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.
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The brand is just a lagging indicator of a company’s culture.
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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.
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Zappos is a customer service company that just happens to sell shoes.
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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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Just figure out what your personal values are then just make those the corporate values.
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What’s the best way to build a brand for the long term? In a word: culture.
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I believe that there’s something interesting about anyone and everyone – you just have to figure out what that something is.
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Most companies are very quick to hire and slow to fire, when really it should be the other way around.
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Envision, create, and believe in your own universe, and the universe will form around you.
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If there are too many competitors, even if you’re the best it’s a lot harder to win.
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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.
TONY HSIEH