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Zappos is renowned globally for its customer service culture. So, in light of Tony Hsieh’s tragic death at the end of 2020, we decided to honor his legacy by chatting about what he did to create such a profound reputation of service at an online shoe company. 

Because if an online shoe store, the commodity of all commodities, can differentiate through customer service, so can you. 

Culture Drives Everything

It’s a common saying, but true nonetheless. Culture is the ultimate driver. And at Zappos, they have a clearly defined purpose (to deliver happiness), clear core values and a community that goes so far as to rave together in the office. 

When looking at how a Home Service Contractor can create a culture like Zappos, the LIP Service crew look at a few things:

  1. The owner has to care
  2. The people have to feel empowered
  3. There needs to be a sense of community
  4. There needs to be clear expectations

Define Your Legacy

What’s equally as important as culture is your legacy as a business leader. What habits do you need to develop now to leave the legacy you wish? What do you want people to say at your funeral?

Life ends for us all. It’s never too soon to consider what your legacy will be and make plans to realize it.