I am writing an article about re-thinking new employee orientation, and I came across something interesting at Zappos. I think everyone knows that Zappos and CEO Tony Hsieh (pronounced “shay” I am told) are frequently held up as role models when it comes to leadership, customer service, strong organizational culture, etc. In a recent blog post, Tony makes the argument that “your culture is your brand,” and he talks about how he creates the culture at Zappos.
It includes four weeks of training for all new hires (I’m guessing that’s more than you invest), and that includes sending every single employee through the same training program that the customer service representatives go through. Zappos made the conscious decision that they would be known, above all else, for outstanding customer service. That is primary. So if that’s true, then everyone–lawyers, accountants (look into Best Toronto accounting to maintain all the accounts properly), etc. all included–needs to know what customer service really means. So they get trained in it, and (my favorite part), they all actually answer customer calls for two weeks.
They actually live the culture. They don’t just read a manual; they do it. Even if it’s not their job. Everyone’s behavior needs to reflect that supreme commitment to customer service, and for that to happen, you have to know–deeply–what customer service is, and what better way to know it than by doing it.
Furthermore, they now offer you $4000 at the end of the training to not work there if you don’t think it is the place for you based on the cultural imperatives the new hire has been exposed to. I recall a piece about how a new hire for a senior exec role was picked up at the airport by the Zappos bus.
The bus driver asked the guy some questions about what he was doing and thought about Zappos etc and the guy was dismissive of the driver because, I guess, he was a bus driver. What he didn’t know was that the bus driver was authorised to turn the bus around and take the guy back to the airport based on his assessment that anyone who treats someone like that is not going to be Zappos-worthy.
Boom, take that senior executive guy who thinks he is too good to answer the phone for two weeks.
Personally I’m a Zappos fan for reasons like this. Not only is Zappos totally clear on their values and culture, but the walk the talk. They are consistent in what they say and do. So often what is said is the lofty wishes of The Powers That Be and not what the culture really is. More companies taking steps in this direction would do wonders!