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Tony Hsieh QUOTES

Tony Hsieh QUOTES

61 " about how quickly they can get a customer off the phone, which in our eyes is not delivering great customer service. Most call centers also have scripts and force their reps to try to upsell customers to generate additional revenue. At Zappos, we don’t measure call times (our longest phone call was almost six hours long!), and we don’t upsell. We just care about whether the rep goes above and beyond for every customer. We don’t have scripts because we trust our employees to use their best judgment when dealing with each and every customer. We want our reps to let their true personalities shine during each phone call so that they can develop a personal emotional connection (internally referred to as PEC) with the customer. Another example of us using the telephone as a branding device is what happens when a customer calls looking for a specific style of shoes in a specific size that we’re out of stock on. In those instances, every rep is trained to research at least three competitors’ Web sites, and if the shoe is found in stock to direct the customer to the competitor. "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

62 " networking” events. At almost every one of these events, it seems like the goal is to walk around and find people to trade business cards with, with the hope of meeting someone who can help you out in business and in exchange you can help that person out somehow. I generally try to avoid those types of events, and I rarely carry any business cards around with me. Instead, I really prefer to focus on just building relationships and getting to know people as just people, regardless of their position in the business world or even if they’re not from the business world. I believe that there’s something interesting about anyone and everyone—you just have to figure out what that something is. If anything, I’ve found that it’s more interesting to build relationships with people that are not in the business world because they almost always can offer "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

63 " sometimes the truth alone isn’t enough, and that presentation of the truth was just as important as the truth. "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

64 " No participes en juegos que no entiendes, incluso si ves a muchas personas haciendo dinero en ellos. "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

65 " We learned a great lesson: If you just focus on making sure that your product or service continually WOWs people, eventually the press will find out about it. You don’t need to put a lot of effort into reaching out to the press if your company naturally creates interesting stories as a by-product of delivering a great product or experience. "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

66 " 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 most. "

― Tony Hsieh

67 " There is something interesting about anyone and everyone - you just have to figure out what that something is. "

― Tony Hsieh

68 " happiness would confirm that the combination of physical synchrony with other humans and being part of something bigger than oneself (and thus losing momentarily a sense of self) leads to a greater sense of happiness, and that the rave scene was simply the modern-day version of similar experiences that humans have been having for tens of thousands of years. "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

69 " Envision, create and believe in your own universe, and the universe will form around you. "

― Tony Hsieh

70 " I think when people say they dread going into work on Monday morning, it’s because they know they are leaving a piece of themselves at home. Why not to see what happens when you challenge your employees to bring all of their talents to their job and reward them? "

― Tony Hsieh

71 " My advice is to stop trying to ‘network’ in the traditional business sense and instead just try to build up the number and depth of your friendships, where friendship itself is a reward "

― Tony Hsieh

72 " Al fin creamos nuestra lista definitiva de los diez valores fundamentales, que seguimos utilizando hoy día: 1. Entregar WOW a través del servicio. 2. Adoptar e impulsar el cambio. 3. Crear diversión y un poco de rareza. 4. Ser creativo, aventurero y de mente abierta. 5. Perseguir el crecimiento y el aprendizaje. 6. Construir relaciones abiertas y honestas con la comunicación. 7. Construir un equipo positivo y espíritu familiar. 8. Hacer más con menos. 9. Ser apasionado y decidido. 10. Ser humilde. "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

73 " Looking back, a big reason we hit our goal early was that we decided to invest our time, money, and resources into three key areas: customer service (which would build our brand and drive word of mouth), culture (which would lead to the formation of our core values), and employee training and development (which would eventually lead to the creation of our Pipeline Team). "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

74 " didn’t know it at the time, but ten years later I would learn that research from the field of the science of happiness would confirm that the combination of physical synchrony with other humans and being part of something bigger than oneself (and thus losing momentarily a sense of self) leads to a greater sense of happiness, and "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

75 " lo que tienes en un 1% todos los días, al final del año tendrías 3.778,34 $ = 100 (1 + 1%) ˆ 365. Esto es 37,78 veces más de lo que tenías al principio de año. ¡Consigue ese 1% todos los días! "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

76 " Primero te ignoran, después se ríen de ti, luego te atacan, entonces tú ganas. GANDHI "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

77 " The one resource we all ultimately have the same constraint on is time — so I didn't want to waste. "

― Tony Hsieh

78 " Be Adventurous, Creative, and Open-Minded At Zappos, we think it’s important for people and the company as a whole to be bold and daring (but not reckless). We want everyone to not be afraid to take risks and to not be afraid to make mistakes, because if people aren’t making mistakes then that means they’re not taking enough risks. Over time, we want everyone to develop his/her gut about business decisions. We want people to develop and improve their decision-making skills. We encourage people to make mistakes as long as they learn from them. We never want to become complacent and accept the status quo just because that’s the way things have always been done. We should always be seeking adventure and having fun exploring new possibilities. By having the freedom to be creative in our solutions, we end up making our own luck. We approach situations and challenges with an open mind. Sometimes our sense of adventure and creativity causes us to be unconventional in our solutions (because we have the freedom to think outside the box), but that’s what allows us to rise above and stay ahead of the competition. Ask yourself: Are you taking enough risks? Are you afraid of making mistakes? Do you push yourself outside of your comfort zone? Is there a sense of adventure and creativity in the work that you do? What are some creative things that you can contribute to Zappos? Do you approach situations and challenges with an open mind? "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

79 " Communication is always one of the weakest spots in any organization, no matter how good the communication is. "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose

80 " Diviértete. El juego es mucho más agradable cuando estás tratando de hacer algo más que solo ganar "

― Tony Hsieh , Delivering Happiness: A Path to Profits, Passion, and Purpose