Nick wanted to put up the Web site just to prove that people would actually be willing to buy shoes online.
At least we now knew a lot of things about what we didn’t know.
Looking back, a lot of our growth happened that way. We’d just throw ideas against the wall to see if they’d stick, improvise, and make it happen.
We don’t have scripts because we trust our employees to use their best judgment when dealing with each and every customer.
Note: Hire people you can trust with your customers, and then actually trust them!