What Any Catalog Success Reader Should Learn From Zappos.com

10. Be wary of so-called “experts.” “We’ve dealt with a lot of consultants in almost every area of the business on customer service,” Hsieh said. “We found that we spent a lot of money, and at the end of the day, we should’ve just trusted ourselves more. These experts know a little about a lot of companies, but nobody knows their companies better than our own. That’s not to say there aren’t good consultants; just that it’s very rare. Ninety percent are a big waste of money.”