A Quote by Jason Fried
Customers buy Basecamp without ever having to interact with us. If they do have a question, we handle everything via email. We've been in the business of automation. We've never really valued full service.
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Having the ability to be brutally honest with yourself is the greatest challenge you face when creating a business model. Too often we oversell ourselves on the quality of the idea, service, or product. We don't provide an honest assessment of how we fit in the market, why customers will buy from us, and at what price.
Having been in the restaurant business, our job in the restaurant business is to be responsible for our customers' happiness. It's the nature of the hospitality business. You need to take care of people. You take care of customers above all others. Customers are your lifeblood.
And now let us believe in a long year that is given to us, new, untouched, full of things that have never been, full of work that has never been done, full of tasks, claims, and demands; and let us see that we learn to take it without letting fall too much of what it has to bestow upon those who demand of it necessary, serious, and great things.
Self-checkout is negative because more and more retailers are losing the personal touch. People want to do business where people know their name and communicate with them. With a world full of email and more self-service we will begin to start seeking out the basics from retailers who create emotion. There is not emotion out of self-service and most people buy out of emotion.
If you want to deal with me, email is the way you do it. Working via email means that everything I do is searchable. I can go back and check out discussion threads from more than 15 years ago.
The Internet means everything to everybody and it's growing by the day. You can't survive as a business, especially a small business, without having some form of good Internet presence; whether you're a shop or it's a showcase or just a way to talk to your customers.
Business is not just doing deals; business is having great products, doing great engineering, and providing tremendous service to customers. Finally, business is a cobweb of human relationships.
Customers shouldn't just think of your business as a place to buy a product or use a service - it should be a fun place to be.
I'll never, ever be full. I'll always be hungry. Obviously, I'm not talking about food. Growing up, I had nothing for such a long time. Someone told me a long time ago, and I've never forgotten it, 'Once you've ever been hungry, really, really hungry, then you'll never, ever be full.'
Service Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth.
I felt it was necessary. I never ever paid attention to any election. Not really [into] politics or anything like that. It never benefited us. This time around, it's not a black-or-white thing — you got somebody in there for us that's well-spoken and gonna handle their business. I just wanted to do my part and let them know we need change, we need help, it's rough out there.
The automation of automation, the automation of intelligence, is such an incredible idea that if we could continue to improve this capability, the applications are really quite boundless.
I've never gone into business to make money. Every Virgin product and service has been made into a reality to make a positive difference in people's lives. And by focusing on the happiness of our customers, we have been able to build a successful group of companies.
There are many who subscribe to the convention that service is a business cost, but our data demonstrates that superior service is an investment that can help drive business growth. Investing in quality talent, and ensuring they have the skills, training and tools that enable them to empathize and actively listen to customers are central to providing consistently excellent service experiences.
Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.
Convincing isn't really possible in an age of customer control. Customers hold most of the cards today. They have good visibility into their choices, and they can easily share information with each other. Not only that, they don't like to be sold. But they do like to buy. Your job shouldn't be to convince customers to buy, but to help them buy what they want.
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