Comments on: Kickoff Keynote with Tony Hsieh, CEO Zappos

By: Elliot Travers

Elliot Travers — Wed, 29 Jun 2011 18:02:32 +0000

Great article. I order from zappos because they are so good with customer service

By: Mule Sneakers

Mule Sneakers — Fri, 21 May 2010 19:08:03 +0000

Having a 365 day return policy is amazing. I’m curious to what there terms and conditions agreement states.

By: Alan Bleiweiss

Alan Bleiweiss — Wed, 11 Nov 2009 03:18:26 +0000

damn. five weeks of prep before being put into the system. Citibank trained us like that as reps when I worked there frakkin 20 years ago. Then they got all corporate after I left, and killed customer service. Most companies these days give like 1/2 day training (if that), by another disgruntled employee, then you’re on your own. And we end up writing about what it means to get real service. As if that’s a dirty concept. WTG Zappos!

By: Gab Goldenberg

Gab Goldenberg — Wed, 11 Nov 2009 02:27:18 +0000

“People tell him that Zappos is happiness in a box, which is pretty awesome. I’m emo in a box. Rae’s a bitch in a box. Then she beats you with the box. In the face.”

ahahahaha lmao

By: Gil Reich

Gil Reich — Tue, 10 Nov 2009 20:37:06 +0000

How the hell do you do this? How did you get that 10 core value list down and still have room for snark right above it? Impressive.

By: Nick Gowdy

Nick Gowdy — Tue, 10 Nov 2009 18:57:56 +0000

“They’ll pay you $2,000 to quit.”

This has always been one of the things that has impressed me most about the vision of companies like Zappos. Too many businesses blindly chase sales figures and don’t place enough weight on customer service or the internal culture that is going to make that customer service exceptional.

Paying people to quit if they aren’t going to pan out is such a clever calculated risk, I’m surprised more people don’t do it – even at a lower rate. I think Zappos started at $100? You trade the time and money spent training them, plus a little bonus, for all the potential damage a non-committed person might do to your company culture and consequently the growth and reputation of your business. Separate the wheat from the chaff and build your business with the right core values – people first, then dollars.