The Million Dollar Greeting by Dan Sachs

Author:Dan Sachs
Language: eng
Format: epub
Publisher: Apollo Publishers
Published: 2018-09-02T16:00:00+00:00

Zappos’s Recipe for Success

It’s clear that Zappos is not the type of organization to rest on its laurels. In fact, much of its success lies with the company’s ability to recognize innovative methods and tackle them head on. Ultimately, this has allowed Zappos to re-envision its customer service model and look at how to provide every employee with a roadmap for delivering exceptional service to consumers. Here’s what the rest of us can learn from their hard-won experience:

1. Invest in your employees. Even if you think some of the Zappos holacracy ideas are too far out there for your organization, it’s clear that genuinely engaging with employees has long-term positive effects on how employees view themselves and their company.

2. Along those same lines, encourage employees to be part of the process. Zappos is an example of the benefits of investing employees in a company’s outcomes.

3. If you establish a set of company values or core principals, they should really mean something to everybody in the organization and be referenced on an ongoing basis—not just be on a plaque in a corner office. And, again, a great organization like Zappos includes employees in the process.

4. Especially in the context of today’s millennial employees and the generation following them, organizations need to be nimble enough to adapt as expectations change. The “my way or the highway” management style has run its course. Moreover, this shift should be seen as an opportunity rather than an impediment.

5. Zappos has built a brand on the recognition that excellent customer service delivery starts with nurturing employees. This means that each member of its team not only understands the company’s goals, but also has the tools and support to achieve them beyond expectations. This, in turn, has lasting benefits for everybody who comes in contact with the organization—and significant financial benefits for the company itself.

Sometimes in today’s economy we associate quality service with speed. There is some truth to this idea; personally, I love being able to go online, easily navigate through a website, and place my order in a matter of minutes. Plus, when the right product arrives at my doorstep the next day—or even the same day, in some cases—I marvel at the “great” service experience.

That said, I also acknowledge that human interaction is important. Humans are communal. Those organizations that can differentiate themselves to their customers by making one-on-one connections even in the face of the internet’s incredible efficiency are likely to find long-term success. In Zappos’s case, the decision to empower employees and nurture successful human interactions demonstrates that this can be done—and done well. More importantly, it teaches us a lesson about how remaining true to one’s core values and vision is a means to a better, more profitable end.

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