We must all learn not only to not fear change, but to embrace it enthusiastically and, perhaps even more important, encourage and drive it. - Tony Hsieh

It’s important to constantly challenge and stretch yourself, and not be stuck in a job where you don’t feel like you are growing or learning.

Diviértete. El juego es mucho más agradable cuando estás tratando de hacer algo más que solo ganar

about how quickly they can get a customer off the phone, which in our eyes is not delivering great customer service. Most call centers also have scripts and force their reps to try to upsell customers to generate additional revenue. At Zappos, we don’t measure call times (our longest phone call was almost six hours long!), and we don’t upsell. We just care about whether the rep goes above and beyond for every customer. We don’t have scripts because we trust our employees to use their best judgment when dealing with each and every customer. We want our reps to let their true personalities shine during each phone call so that they can develop a personal emotional connection (internally referred to as PEC) with the customer. Another example of us using the telephone as a branding device is what happens when a customer calls looking for a specific style of shoes in a specific size that we’re out of stock on. In those instances, every rep is trained to research at least three competitors’ Web sites, and if the shoe is found in stock to direct the customer to the competitor.