In this video, we bring in insights from Bill Taylor, Game Changer blogger, as he talks about the online shoe retailer Zappos’ quite unusual management policy. Zappos has been known for providing extraordinary customer service and for engendering a deep level of commitment to its customers. So, what’s this policy all about?
Taylor discusses about his post on Zappos’ “bribing” employees to quit. He says that although this is unusual, the policy makes sense. Zappos, with its huge number of employees, is committed to having a pool of workers who are equally committed to an ideal level of customer satisfaction. He explains that when employees sign in, it does not suffice that they know what they have committed to, but they have to undergo immersion with the company’s culture and values for four weeks during their initial stay in the company.
It’s interesting that after that four-week period, Zappos asks its fresh employees whether they want to stay with the company or not. Should one decide to quit after the training, the company pays the employee for the time they spent plus $1,000 bonus – no questions asked.
Taylor believes that Zappos employs a creative way of recruiting its employees. He relates to the core values of the company and how this one is being probed during the interview process. Do the candidates’ values reflect the values of the company?
Another insight is the empowerment of employees at Zappos as the company places a huge responsibility on the people at the front line. In addition to Taylor’s personal experience during his visit there, he saw how empowerment works in the company. He also narrates about another experience of one customer. She was found to be terminally-ill, and later received well-wishes from Zappos, demonstrating their human connection with this customer.
Every manager and business owner should learn from Zappos through this video, as Taylor reflects about the management style and the culture of the company.