The Zappos Quit Your Job Offer

I found out after a recent call to the bank our customer service rep had taken a promotion at another branch and was no longer working on the retail side.

We had to break in a new one and after the first call it was evident we would never get the same service. Personality zero and it was like we were bothering him. Record profits for Canadian banks and they can’t hire worth a lick.

Here is free tip with no service charges. Google Zappos and read their story. In a nutshell, Nevada based Zappos sells shoes over the internet. They have 4 million pairs of shoes (they also have handbags and apparel) in a warehouse in Kentucky. Five years ago their sales were $70 million. And by the way, the shoes they sell, name brands.

How do they do this when you can’t try them on? Well for starters, they offer free delivery and free returns. If they don’t fit, you send them back period free of charge. They tell you to expect your order in four days and it’s usually delivered the next day. Their warehouse is next to a UPS hub.

Zappos call centre is not your usual call centre. No scripts, no robotic sell and the telemarketing team is empowered to take as long as needed to please the customer. To work for Zappos, you are put through a rigorous 4 week training period and at the end of that time, you are asked one question. “Will you take $1000 to quit right now”. The Zappos method of madness here is that if you take the money, you wouldn’t work out in the long run. A small percentage take the offer. Did I mention Zappos employs 1600 people.

Zappos has the AHA! They are fanatics on great service and are on pace to do one billion dollars this year. It’s all about the training and buying into the Zappos culture.

“But if we train them they might leave”. What happens if you don’t and they stay?

BB for now