Still, I had plenty of concerns. Jeff’s approach to business had been very different from my own. One of the ways that Amazon tries to deliver a great customer experience is by offering low prices, whereas at Zappos we don’t try to compete on price. If Amazon gets a lot of customer service calls, it will try to figure out why – maybe there’s something confusing about the product description – and then it will try to fix the problem so that it can reduce the number of phone calls, which keeps prices low. But at Zappos, we want people to call us.