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This article highlights Zappos, a company with one of the best corporate cultures in the world. I hope you gain some ideas on enriching your corporate culture from the practices of Zappos.
They practice what they preach. "Create Fun and a Little Weirdness" and "Deliver Wow Service" are just two of the ten core values. Zappos has fired employees who don't practice the core values, even if they are doing their job function. In fact, the core values are 50% of the performance evaluation.
Call center statistics are not measured. Employees are encouraged to form relationships with customers and not to get them off the phone. There are no scripts. Employees have the authority to make decisions. One call center representative sent a customer flowers after she mentioned she just found out she had cancer. Each call center employee is expected to send a dozen personal notes to customers a day.
Here are a few of the things that make the Zappos culture unique:
They pay new employees to quit. At the end of the orientation program, new employees are offered $2,000 plus training expenses to quit. Zappos wants to make sure that those who remain are whole-heartedly committed to the company.
Poor circulation of the legs can lead to wounds due to a lack of nutrients getting to the tissues, which can result in severe pain, gangrene, and leg amputation. Unfortunately, the signs that this disease is present are very subtle until the very end when the symptoms become more severe and noticeable. Treatment at this stage is more difficult. Early identification of peripheral arterial disease (PAD), as poor leg circulation is known, is necessary in order to ensure early, successful treatment. This can be done through in-office non-invasive vascular testing, or as an outpatient in a hospital cardiology suite. A diabetic should expect their foot specialist to be well versed in this disease, and should expect screening and proper testing when several risk factors are present, or when the subtle signs of PAD are observed. Early referral for disease control and treatment from vascular specialists is vital for the long term survival of the leg or legs in question.
Zappos hires for cultural fit. When interviewing, they look for people who are passionate about customer service, not necessarily about shoes. Hsieh himself admits to only owning ten pairs of shoes. Zappos doesn't hire on skills alone.
All new employees, from executives down, go through five weeks of training which includes answering customer calls and learning the shipping process in the company plant.
Unfortunately a negative customer service experience is more the norm than the exception in many companies. To stand out in the market, you can't just have good customer service; you must have exceptional customer service. As author Jim Collins says, "Good is the enemy of great". Studies show that the corporate culture of the organization has a lot to do with what kind of service your customers will receive.
Specialized Diabetic Foot Disease Care There are several conditions that are seen in few people outside of diabetics, and most significant one affecting the foot is severe neuropathy and joint disease. There is a condition called Charcot neuroarthropathy that can develop in some diabetics that leads to fracturing of several foot bones in absence of an injury. Poor sensation leads to excessive joint pressure, and can also lead to a washing out of some of the bone mineral in certain susceptible joints. Fractures eventually occur due to the weakness in the bones, resulting in a three month process of bone destruction. This condition is often mistaken for a typical fracture or even infection by many emergency rooms, and improper care can lead to a devastating deformity of the foot. The collapsing deformity greatly increases one's risk for wound development.
Zappos is an online shoe retailer whose one mission is to provide the best customer service possible. They call this their "Wow" philosophy, and it goes beyond the customer. Zappos has been recognized as having one of the best corporate cultures in the world. Zappos CEO, Tony Hsieh Ray Ban Sunglasses Outlet Sorel Kids Boots_3964, believes if you get the culture right, most other stuff like delivering great customer service, will happen naturally on its own. In less than ten years, the company has grown from no sales to $1 billion in gross sales. The number one driver of that growth has been through repeat customers and word of mouth. So what can you learn from a company that pays salaries below market rate? How do they create such an exceptional culture?
Managers are required to spend 10 percent to 20 percent of their time goofing off with the people they manage. Managers are encouraged to hang out with employees outside the office.
Think about your company culture for a moment. Where can you build more enthusiasm and loyalty? Make a commitment right now to have the conversation around the management table. A corporate culture needs to be envisioned and nurtured. Start today and watch your company grow from good to great.
Employees use social media to build relationships with co-workers and employees. Over 400 Zappos employees are on Twitter, and the company encourages it to build customer and co-worker relationships. Most employee posts are not even about the business.
Recently I experienced yet another customer service issue when I left some clothing in a New York hotel while visiting my family. Although I called within two hours of checking out of the hotel, I was told the clothes couldn't be found. A few days later, when I spoke with the hotel's general manager and asked if he spoke with the housekeeper, he said she no longer worked there. "We found she was stealing from our guests," the manager said. Huh. As the general manager, what would you have done in this situation? This manager quoted the hotel's corporate policy stating, "We are not responsible for items left in our hotel." Who wants to hear that? Needless to say, the hotel lost a customer.
Management makes sure everyone understands the vision of having Zappos be synonymous with the very best customer service. The company has ten core values that all employees know and believe. This is not just rhetoric. Videos of employees bringing the core values to life can be found on YouTube, and Zappos even published a Culture Book that has over 450 pages of employee ideas about the culture.
They go above and beyond. For example, if a customer is looking for a specific shoe, and it is out of stock at Zappos, the employee searches competitor sites and directs the customer to the competitor. They lose the sale Ray Ban Sunglasses Outlet, but gain customer loyalty.