I just heard about Tony Hsieh's passing and it's hitting me. Back in the early days of Simple I tried to poach his head of customer service. He found out and made a counter-offer: we could come to meet his team and they'd teach us about how they operated.
We got to spend time with agents in the call center, watch them take calls. Learn about how they were hired. Speak with the engineers about how they built the CRM stack to be both efficient and foster moments of delight.
We spent time with his exec team and went back to his apartment and chatted over pancakes. He went above and beyond. He liked our mission and wanted to help. He helped us deliver happiness. He left an outsized mark on this world. He will be missed.
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