How to Make Customers Love You

Jake Chessum
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Get serious about training

How do you make sure that a company’s culture doesn’t fall apart as it expands from 15 employees to 1,500? Hsieh sticks to a rigorous training regimen. Every new employee in the company’s Henderson, Nevada headquarters must spend two weeks answering customer calls, two weeks learning in a classroom, and a week shipping boxes in the company’s Kentucky fulfillment center. Then there’s an additional curriculum for longtime employees, which includes 200 hours worth of classes in subjects such as Sarbanes-Oxley compliance and Twitter etiquette.