A couple days ago I talked about killing in people relations, a.k.a kicking ass at customer service. I suggested a book by Dale Carnegie called How to Win Friends and Influence People. I also said there was a second book I recommend.
That second book is by the CEO of Zappos, the site that sells a ton of shoes. Delivering Happiness isn’t just about learning how to smooth-talk through the phone or how to close a sale. It’s about making people feel appreciated. The book outlines what Tony Hsieh (pronounced shay) did and still does to make Zappos as awesome as possible.
- Pay brand-new employees $2000 to quit.
- Make customer service the responsibility of 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.
- Make money.
I took that list from Amazon’s description. They also feature a Q&A with Hsieh that’s quite enlightening and definitely worth checking out. If you have an Kindle or a tablet, I suggest buying it that way as it’s cheaper than the Hardcover and Paperback, and it takes less space. If you’re like me and feel like taking a nap when you read, get the Audible version.
If you’ve read it already, let me know what you think.