Tony Hsieh, pendiri Zappos.com meninggal dunia kemarin 27 November 2020. Saya mengenal Tony Hsieh saat melakukan visit ke kantor mereka di Las Vegas di tahun 2011, bersama para business coach dari ActionCoach. Meja kerjanya menyatu dengan area karyawan, tanpa sekat apalagi ruangan khusus layaknya CEO kebanyakan. Namun hal itu tidak membuat Tony Hsieh kekurangan respek dari Zapponians, panggilan khusus dari karyawan Zappos dan juga customer-customer mereka.
Mulai dari visit ke Zappos dan buku Tony yang berjudul Delivering Happiness, saya jadi secara khusus tertarik dengan Service Excellence yang saat ini menjadi salah satu training unggulan di perusahaan kami.
Untuk menghormati Tony dan mengajak pembaca Ide-Bisnis.com mengenal pemikiran Tony Hsieh lebih jauh tentang service excellence, saya merangkum 20 kutipan Tony Hsieh dalam post ini.
20 kutipan Tony Hsieh
- Customer service shouldn’t be a department, it should be the entire company. – Tony Hsieh
- There’s a big difference between motivation and inspiration: inspire through values and motivation takes care of itself. – Tony Hsieh
- Zappos is a customer service company that just happens to sell shoes. – Tony Hsieh
- I had decided to stop chasing the money, and start chasing the passion. – Tony Hsieh
- Good service comes naturally from satisfied employees who embraced the company culture. – Tony Hsieh
- Without conscious and deliberate effort, inertia always wins. – Tony Hsieh
- Every employee can affect your company’s brand, not just the front-line employees. – Tony Hsieh
- There’s a difference between knowing the path and walking the path. – Tony Hsieh
- Whatever you’re thinking, think bigger. – Tony Hsieh
- No matter what your past has been, you have a spotless future. – Tony Hsieh
- For individuals, character is destiny. For organizations, culture is destiny. – Tony Hsieh
- Don’t play the games that you don’t understand, even if you see lots of other people making money from them. – Tony Hsieh
- People may not remember exactly what you did or what you said but they always remember how you made them feel, that’s what matters the most. – Tony Hsieh
- Money alone isn’t enough to bring happiness… happiness (is) when you’re actually truly ok with losing everything you have. – Tony Hsieh
- I’d rather spend money on things that improve the customer experience than on marketing. – Tony Hsieh
- Ready books and learn from others who have done it before. Learn by doing. Theory is nice, but nothing replaces actual experience. – Tony Hsieh
- Never outsource your core competency. – Tony Hsieh
- Don’t be cocky. Don’t be flashy. There’s always someone better than you. – Tony Hsieh
- Chase the vision, not the money, the money will end up following you.- Tony Hsieh
- Things are never as bad or as good as they seem. – Tony Hsieh
Dari 20 kutipan Tony Hsieh, yang manakah yang paling menarik untuk Anda? Bagaimana pemikiran Tony menginspirasi Anda untuk membangun bisnis Anda dari sudut pandang service?
Happy weekend,
Danny
