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.
Tony HsiehRead
Customer service shouldn't just be A department, it should be the entire company.
Interpretation
Customer service is a fundamental aspect that should involve every part of a company, not just a single department.
In this quote, Tony Hsieh emphasizes the importance of embedding customer service into the core of an organization rather than limiting it to a specific department. He suggests that a company should cultivate a culture where every employee, regardless of their role, contributes to exceptional customer experience, ultimately leading to overall success and customer satisfaction.
In practice
In a team meeting when discussing strategies for improving customer satisfaction.
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.
To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something thatβs above and beyond whatβs expected. And whatever you do must have an emotional impact on the receiver.
Get the culture right, and everything else just falls into place.
Without conscious and deliberate effort, inertia always wins
I believe that there's something interesting about anyone and everyone - you just have to figure out what that something is.
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.
Too many companies are running their business into the ground, I would argue, by being myopically short-term focused on the shareholder.
Investors are always biased to invest in things they themselves understand. So venture capitalists like Uber because they like driving in black town cars. They don't like Airbnb because they like staying in five-star hotels, not sleeping on people's couches.
We need to put ourselves in the shoes of our customers. That is my new battle cry. Live and breathe Starbucks the way our customers do.
Don't hesitate to seek external help or advice where need be. Sometimes, it takes an external, emotionally unattached individual to detect your business flaws and render unbiased advice.
A business owner is the boss, but it's a job, a place that is stable and profitable. An entrepreneur is an artist of sorts, throwing his/herself into impossible situations and seeking out problems that require heart and guts to solve. Both are fine, but choose.
The most valuable assets of a 20th-century company were its production equipment. The most valuable assets of a 21st-century institution, whether business or nonbusiness, will be its knowledge, workers, and their productivity.
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