Some days I have to hop off the MBTI train and give credit where credit is due. Today, the all-star company is Zappos.com.
http://abcnews.go.com/video/playerIndex?id=5328179
You must watch the video from ABC Nightline that highlights what makes Zappos.com different.
I have so much admiration for this organization. When a CEO (Tony Hsieh) chooses a $36k salary, you know you have a special kind of leader. He takes engagement, customer satisfaction, and fun to a whole new level.
For a few weeks now, I’ve been following him on Twitter and frequently asked myself “WHO IS THIS GUY?” He is judging a mac and cheese contest a the office today…just for fun. Last weekend he held a BBQ party for 350 at his house where partygoers donated books and the CEO apparently wrestled employees! WHO IS THIS GUY? Zappos even has a blog where they publicly say farewell (among other things) to employees who are moving on to new opportunities. This is an organization who CARES about its employees and wants the best for them.
Here are just a few things that make Zappos.com phenomenal:
- Job rotation (every employee including executives work in customer service and shipping to understand each role’s unique needs and challenges. Patrick Lencioni would be so proud!)
- Free food (It may not seem important, but the organization bears the cost so the employee doesn’t have to.)
- Free medical and dental insurance (This blows me away!)
- They pay their employees to quit (What better way to get rid of those who are not committed?)
- They care about customer service (On most web pages you have to SEARCH for a 1-800 number because they’d rather you find the answer yourself on the web. Not so with Zappos. They’d prefer you call their phenomenal team).
- Employees are encouraged to use Twitter (What? Personal use of a company computer during work hours!?!
- They want you to like what you bought…but if you don’t you can ship the item back (for free) in the next 365 days. Oh, and if you decide you want to return the shoes at 3am, someone from Zappos will be there to answer your call!!!!
- Oh….and it’s FUN!!!!
I could never accurately portray the company culture in writing, so once you see the video you’ll get it. It’s no wonder this organization receives 75% repeat business.
Here’s to you Zappos! Thank you for being an inspiration to all organizations!!!
3 Comments on “I heart Zappos.com”
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Posted on 8. July 2008 at 16:44
Yeah, I like what they are doing too.
None of it is rocket science, just a business put their people and customers before everything else.
It’s a shame more companies aren’t as open as they are.
Posted on 9. July 2008 at 05:40
Interesting viewing, thanks for the tip!
Posted on 9. July 2008 at 13:48
How can anyone get any work done in that office, what a circus! And to boot, they are a call center. I wouldn’t be able to hear with all that commotion going on.
I do like the training, and cross training that everyone goes through. I think that understanding every job in an organization and their individual responsibilities gives you quite a unique perspective on your own position and how it affects others.