I recently had the opportunity to go to a two-day Customer Service Boot Camp at the Zappos Headquarters in Las Vegas, Nevada. It was an amazing experience to be immersed at Zappos with 22 other business owners and company executives who wanted to raise the bar in their workplaces.
Zappos gave an experience of showing us how their culture and values show up every day – from how they are slow to hire, the types of questions they ask, the experience they give, and the fact that they bring a person in after four weeks and will pay someone to leave if they’re not happy. Zappos absolutely means it when they say it’s the “Zappos Family,” and they want to make sure that a person wants to be part of that family.
A company needs clear VALUES that provide guideposts for running the company. All the team members I met knew what all the values were and were able to use the values for making decisions in the company and providing awesome customer service.
So what can you learn from Zappos?