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Lunch » Tags » Books » Reviews » Delivering Happiness: A Path to Profits, Passion, and Purpose » User review

The most inspiring customer service book ever written!

  • Aug 8, 2010
Rating:
+5
Imagine a company that actually cares about its customers. Sure it sounds like a fairy tale, but its not. I know almost every company SAYS they care about its customers, but actions speak louder than words. This is a truly unique company, and you can learn a lot about success by reading this book.

I read a lot of business books and I have heard a lot about Zappos, so I was very happy to see they wrote a book. The book talks about the process and hard work that went into creating this extraordinary company. They went through a lot to get to this point, and at a few points they almost did not make it. And the world would be a worse place without them leading the way through their actions.

I am definitely a cheerleader for excellent customer service. Mainly because I have worked for companies that seem to really dislike their customers and I always felt they were doing something wrong. I have also been on the receiving end of more than a few bad experiences as a customer. I still get upset when I think about the horrible service I received at a bread company who I will not name. I walked in, the only customer needing service, while four employees stood behind the counter talking about a party they went to the previous night. I stood there for a minute and then said "Excuse me", and that is when the leader of that group said "We will be with you in a minute", then she turned and giggled to the other employees and they continued to talk about their party. So I walked out. I made a few phone calls and sent in a few emails to customer service and I was finally contacted five weeks later. Five weeks later? I explained the situation and the manager I spoke with never even apologized he just told me that sounded very unusual and he knows that store personally and cannot imagine it would happen, and then tried to give me a coupon for $5. I think I would have felt better if he just came out and blatantly called me a liar. Needless to say I do not go into that store or any of the others in that chain. I also spread the story of my bad experience to everyone who will listen. I wonder how many customers they have lost due to their bad service? I cannot imagine I am the only one that feels they were treated poorly. I guess I understand it because it appears even the management does not care. Then there is a company like Zappos.

Many companies feel excellent customer service is a burden and an unnecessary cost. They are wrong. I will go out of my way to use a company with great customer service, and I will spread the word to all my friends. I will also go out of my way to spread the word about bad customer service and avoid doing business with that company. Being in business is about the long term. Sure bad customer service is cheaper in the short term, but we all know you lose money in the long term. Friends may come and go, but enemies accumulate.

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More Delivering Happiness: A Path t... reviews
review by . May 03, 2011
   I wasn't sure what to expect when I started reading this book. I had heard about Zappos and had heard about their deal with Amazon but I had never purchased from Zappos in my life. I also wasn't sure if it was going to be a book where it would be 200+ pages of why you should buy from Zappos. Sure there's a little bit about it in there but it wasn't overwhelming in the slightest. Before I started reading, I briefly skimmed through some reviews and saw that people had …
review by . August 10, 2010
In this volume, Tony Hsieh (pronounced "SHAY") shares all of the business lessons he learned from success and (especially) from failure prior to and then during his association with Zappos.com, first as an adviser and investor in 1999 and then as CEO, a position he continues to occupy after the acquisition of Zappos by Amazon in 2009. He has organized the material in this book as follows: "The first section is titled `Profits' and consists mostly of stories of me growing up and eventually finding …
review by . August 03, 2010
If you are expecting a handbook about how to deliver excellent customer service, you will be surprised by this book.    It's about one man's journey through the startup seas from the late 1990's through 2009.    Tony Hsieh made $40 million in the dotcom boom in the late 1990's. He lived life on his terms, built a tribe of friends he enjoyed to hang out with. Left millions on the table after one deal, poured all his money into another deal (I won't spoil all …
review by . April 07, 2010
I certainly had no trouble reading Delivering Happiness; it moves smoothly through the story and kept me turning pages. My disclaimer is that I can't tell the difference between Zappos and any other on-line shoe vendor so I am not moved to care about the company behind the scenes.    Funny. I can't generate any enthusiasm for writing the review, nor recall any particularly moving parts of the story. If you want nuts and bolts of starting a business, Norm Brodsky, The Knack, delivers …
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About this book

Wiki

The visionary CEO of Zappos explains how an emphasis on corporate culture can lead to unprecedented success.

Pay new employees $2000 to quit. Make customer service the entire company, not just a department. Focus on company culture as the #1 priority. Apply research from the science of happiness to running a business. Help employees grow both personally and professionally. Seek to change the world. Oh, and make money too.

Sound crazy? It's all standard operating procedure at Zappos.com, the online retailer that's doing over $1 billion in gross merchandise sales every year.

In 1999, Tony Hsieh (pronounced Shay) sold LinkExchange, the company he co-founded, to Microsoft for $265 million. He then joined Zappos as an adviser and investor, and eventually became CEO.

In 2009, Zappos was listed as one of Fortune magazine's top 25 companies to work for, and was acquired by Amazon later that year in a deal valued at over $1.2 billion on the day of closing.

In his first book, Tony shares the different business lessons he learned in life, from a lemonade stand and pizza business through LinkExchange, Zappos, and more. Ultimately, he shows how using happiness as a framework can produce profits, passion, and purpose both in business and in life. (edited by author)

Amazon Exclusive Author Q&A with Tony Hsieh, Author of Delivering Happiness
 

1. In the book you say, "I've been an entrepreneur for most of my life." Do you think people are born ...
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Details

ISBN-10: 0446563048
ISBN-13: 978-0446563048
Author: Tony Hsieh
Genre: Professional & Technical, Business & Investing
Publisher: Business Plus
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"Entertaining enough"
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