142 Quotes by Tony Hsieh

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.

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.

I believe that there’s something interesting about anyone and everyone – you just have to figure out what that something is.

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.

You’ve gotta love the game. To become really good, you need to live it and sleep it.

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.

We must all learn not only to not fear change, but to embrace it enthusiastically and, perhaps even more important, encourage and drive it.