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“Delivering happiness”, Tony Hsieh

Posted in бизнес by Мария Василева on 21 февруари 2017

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“For individuals, character is destiny. For organizations, culture is destiny.”

Една книга за бизнес, в чийто център са хората- онези, които работят в компанията, онези, които работят за компанията, и онези, които я ползват. Хората като двигатели на успеха и промяната.

Книга за мечтите, доказателство, че всяка успешна история, за която чуваме днес, води корените си много, много назад във времето. В детството ни, в игрите, които са ни били интересни, в начините, чрез които сме заобикаляли някое друго родителско желание; в мечтата да имаш, за да бъдеш свободен.

Книга за това, че вярваш ли, път напред, за предизвикателствата по него и уроците, научени по трудния начин. За въпросите също- Какво ни е важно? Защо? Накъде вървим?

Много ми хареса, признавам, защото изповядва две неща, в които силно вярвам- хората правят компанията и доволните (щастливи) клиенти работят за теб. Да поставиш грижата за клиента на първо място е единственият начин да успееш ако продукта ти е в сферата на услугите, а и не само.

Скоро споделих една реплика на Румяна Тренчева- „Всичко е HR, btw.“  По същият начин мога да допълня „Всичко е грижа за клиента“. В корена и на двете, вярвам, стоят едни и същи ценности.

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“I always fantasized about making money, because to me, money meant that later on in life I would have the freedom to do whatever I wanted. The idea of one day running my own company also meant that I could be creative and eventually live life on my own terms.”

“I had read somewhere that you’re in your best negotiating position if you don’t care what the outcome is and you’re not afraid to walk away.”

“I thought about how easily we are all brainwashed by our society and culture to stop thinking and just assume by default that more money equals more success and more happiness, when ultimately happiness is really just about enjoying life.”

“… it’s a bad idea to invest in industries you don’t understand, in companies you don’t have any control or influence, or in people you don’t know or trust.”

“…we had laid off the underperformers and the nonbelievers.”

“…If changing our business model is what’s going to save us, then we need to embrace and drive change.”

“We learned that we should never outsource our core competency.”

“Zappos brand to be about the very best customer service.”

“…customer service was the entire company, not just a department.”

“Once you have a culture- invest in it.”

“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 judgement when dealing with each and every customer.”

“But we’re not trying to maximize each and every transaction. Instead, we’re trying to build a lifelong relationship with each customer, one phone call at a time.”

“A customer service attitude needs to come from the top.”

“… a company’s culture and a company’s brand are really just two sides of the same coin.”

“At Zappos, anything worth doing is worth doing with WOW.”

“In the end we, as Zappos, can’t grow unless we, as individuals, grow too.”

“We encourage people to make mistakes as long as they learn from them.”

“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.”

“…so problems are just mile markers. Each one we pass means we’ve gotten better.”

“The role of a manager is to remove obstacles and enable his/her direct reports to succeed.”

“Happiness is really just about four things: perceived control, perceived progress, connectedness (number and depth of your relationship), and vision/meaning (being part of something bigger than yourself.)

 

 

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