We are here to wow the customer. (In honor of Tony Hsieh, founder of Zappos)

Tony's instructions to customer service - there is no script. You don't get on the phone and say "hi, may I help you?" His script was - "hey, how is your day going, what's happening?"

One day he was with Erik Moore, one of Phi's advisors, and said watch this. He called Zappos customer service and asked for help ordering a pizza. The customer service team found the best pizza spot nearby and ordered pizza for them. They did not know it was Tony calling.

Another story, a woman was getting married and the shoes were all wrong. The customer service rep overnighted the correct shoes and said let's deal with the returns after the wedding.

Tony was obsessed with wowing a the customer. There was no company ever that was so lenient or good with the customer. Tony learned from Nordstrom and doubled down.

He always wanted to give the customer more than they expected.

In the early days when you bought a shoe, the order confirmation would show that it would arrive in 3-4 days. He would upgrade people to overnight as just a way to say thank you.

We are here to wow the customer.

The customer is not just the person buying from you, it's the people who work at our company. What can we do to make our internal customer wow'd and happy?

When people would go through the interview process, in his offer letter he would offer them a position for a job or offer them $2K right then and there to not take the job. He said this saved him a lot of money.

Having happy customers is the only thing that matters for a business. If we don't have customers, we need to give away the product for free in order to get customers and get people interested. Later on, when we have a relationship, we can charge for the value we provide.