Stop chasing the money and start chasing the passion.— Tony Hsieh
The most instructive Tony Hsieh quotes to get the best of your day
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.
There's a big difference between motivation and inspiration: Inspire through values and motivation takes care of itself.
...the best leaders are servant leaders - they serve those they lead.
Your culture is your brand
The biggest (and hardest) lesson I've learned in life is that the external world is just a reflection of the world within.
Customer service shouldn't just be A department, it should be the entire company.
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.
A great brand is a story that never stops unfolding.
Chase the vision, not the money, the money will end up following you.
To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something that’s above and beyond what’s expected. And whatever you do must have an emotional impact on the receiver.
Whatever you're thinking, think bigger.
I'd rather spend money on things that improve the customer experience than on marketing.
For me, my role is about unleashing what people already have inside them that is maybe suppressed in most work environments.
The best businesses are really ones that can combine passion, profits, and purpose.
Learn by doing. Theory is nice, but nothing replaces actual experience.
Launching a business is kind of like a motorboat: You can go very quickly and turn fast.
To never forget that the most important thing in life is the quality of life we lead.
SEO expertise is a core need for today's online businesses.
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.
Without conscious and deliberate effort, inertia always wins
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.
Don't be cocky. Don't be flashy. There's always someone better than you.
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.
Twitter is like hugging. Just because it's hard to measure the return on investment doesn't mean there isn't value there.
Things are never as bad or as good as they seem.
Businesses often forget about the culture, and ultimately, they suffer for it because you can't deliver good service from unhappy employees.
Instead of getting an iPad, I now use my iPhone with a giant magnifying glass attached to my face.
Get the culture right, and everything else just falls into place.
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.
For individuals, character is destiny. For organizations, culture is destiny.
I believe that there's something interesting about anyone and everyone - you just have to figure out what that something is.
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.
Every employee can affect your company's brand, not just the front-line employees that are paid to talk to your customers.
Money alone isn't enough to bring happiness.
.. happiness is when you're actually truly ok with losing everything you have.
I think everyone should get a little exposure to computer science because it really forces you to think in a slightly different way, and it's a skill that you can apply in life in general, whether you end up in computer science or not.
Success is getting to a point where you'd be truly OK with losing everything you have and starting over.
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).
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.
If there are too many competitors, even if you're the best it's a lot harder to win.
I made a list of the happiest periods in my life, and I realized that none of them involved money. I realized that building stuff and being creative and inventive made me happy. Connecting with a friend and talking through the entire night until the sun rose made me happy. Trick-or-treating in middle school with a group of my closest friends made me happy. Eating a baked potato after a swim meet made me happy. Pickles made me happy.
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.
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.
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.
Sorry, investing was pretty boring and I really missed being part of building something. I felt like I was always standing on the sidelines, so Zappos... really liked the people there and got involved full-time and I've been full-time ever since.
Zappos uses call center technology to track average call time per agent.
But the goal isn't to reduce this average - it's more important that we make an emotional connection with the customer, rather than just quickly getting them off the phone.
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.
Don’t play games that you don’t understand, even if you see lots of other people making money from them.
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.
Help inspire people to realize they are capable of changing the world.
Envision, create, and believe in your own universe, and the universe will form around you.