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The best leaders are servant leaders – they serve those they lead.

Tony Hsieh

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
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
Your culture is your brand.
TONY HSIEH

Brand Culture One Liner
Get the culture right, and everything else just falls into place.
TONY HSIEH

Culture Fall Place Right
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
Stop chasing the money and start chasing the passion.
TONY HSIEH

Inspirational Money Passion Start
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
A great brand is a story that never stops unfolding.
TONY HSIEH

Brand Greatness Stop
Inspire other communities and cities to reinvent themselves.
TONY HSIEH

City Community Inspirational Invention
Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.
TONY HSIEH

Business Culture Employee Forget Goodness Happiness Service Suffering
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
Envision, create, and believe in your own universe, and the universe will form around you.
TONY HSIEH

Believe Form Spiritual Universe Vision Yourself
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
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
Without conscious and deliberate effort, inertia always wins.
TONY HSIEH

Conscious Effort Win

The best leaders are servant leaders – they serve those they lead.

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The best leaders are servant leaders – they serve those they lead.

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