Zappos takes fanatical customer service and a high energy culture to deliver more than shoes over the Internet. Zappos CEO Tony Hsich is committed to an organization that constantly amazes their customers. He understands that companies don’t engage emotionally with their customers – people do. The Zappos senior management team is transperent in their thinking allowing employees to be free to do whatever it takes to make a customer happy.
The Zappos corporate culture is bursting with personality. To continue creating the legendary stories about Zappos staff and their customers, Zappos management must hire people who fit their culture. They have introduced an innovative way to help weed out those that don’t fit early in the process – a small practice with big implications.
Every new Zappos employee must first take an intensive four week training program that immerses the new emplyee in the Zappos’ strategy, culture, and obsession with customers. A week after completing the training session and working at Zappos, new employees are called into a meeting and offerred a payment for the work they have done with a $1,000 bonus to leave. The new employees who do not fit the corporate culture take the money and run — about 10% of new call center employees take the bonus offer and leave.
The new employees left are the ones who work for the love of the customer and the experience of working with incredibly committed and high energy people. If you want to create a memorable company, you have to fill your company with memorable people.
Coach Kevin’s Challenge:
Knowing what you know now, who are the people on your team you would be happy if they told you they were leaving today. Why tolerate having those people on your team and what can you do about it?
Try bribing people to quit instead of bribing people to stay.
