9. Trust your people Trust in people you need to trust in something you might want to trust in systems you might want to trust in software, but consider for a minute trusting in people. First story. How did Zappos build a shoe store that was worth a billion dollars. If you think about it, all Zappos does is sell shoes than anybody could sell at a pretty low price online. [00:00:35] Just about anyone could have opened an online shoe store, how to turn an online shoe store into something that Amazon buys for a billion dollars. Well, the answer is that customer service isn't an expense customer service is an asset. What Tony Shay. One of the founders of Zappos did, was he said to his customer service people, I'm going to measure how long you spend on the phone and how much it costs. [00:01:05] And then he said something surprising. He said, I want it to cost as much as possible. And I want you to stay on the phone for as long as possible. Every other company says this is an expen...