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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.

Tony Hsieh

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Tony Hsieh
Age: 46 †
Born: 1973
Born: December 12
Died: 2020
Died: November 27
Businessperson
Computer Scientist
Entrepreneur
Internet Entrepreneur
Urbana
Illinois
Xie Jiahua
Tony Xie
Inspirational
Unhappy
Good
Suffer
Retail
Service
Employees
Focus
Deliver
Suffering
Businesses
Forget
Employee
Culture
Ultimately
Often
Customers

More quotes by Tony Hsieh

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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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Instead of getting an iPad, I now use my iPhone with a giant magnifying glass attached to my face.
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Things are never as bad or as good as they seem.
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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.
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I made a list of the happiest periods of my life & I realized that none of them involve money.
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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.
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Money alone isn't enough to bring happiness... happiness is when you're actually truly ok with losing everything you have.
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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).
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There's a big difference between motivation and inspiration: Inspire through values and motivation takes care of itself.
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Be true to yourself. If you follow that principle, a lot of decisions are actually pretty easy.
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For individuals, character is destiny. For organizations, culture is destiny.
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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.
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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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Most companies are very quick to hire and slow to fire, when really it should be the other way around.
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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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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.
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Rather than focus on trying to get a lot of customers to market yourself, really focus more on the actual product or service itself and existing users to, like, what would make them happier, what would make them come back more and more times or in our case buy more often.
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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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You've gotta love the game. To become really good, you need to live it and sleep it.
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Service Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth.
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