First, customer service always exceeds purchaser expectations. Team members in the call center build relationships with their customers. They are free to spend as much time as necessary to see that the customer chooses the product that brings the most satisfaction.
For example, if a customer has a problem arch, the call center employee can steer that customer to brands that might work better than others. When a purchase is made, progress is announced using a tracking system and e-mail thank you messages to build trust and help the customer avoid purchase anxieties.
Second, those in the customer service area receive training about the products, and for personal skill development so employees are confident with their work and relationship skills.
The company does many things to look after its employees’ needs and to inspire trust. Free bottled water is provided to make sure employees are properly hydrated in Nevada’s hot, desert climate. Zappos.com also provides free food for employee purchased from lists employees provide. And, the company provides a quiet place for employees to rest, nap or meditate during the work day to restore energy and creativity levels.
Zappos.com experiences very little turnover — the mark of an effective team-based work culture. In hiring new people, the company is careful not to hire anyone who comes off as self-important, self-centered, dishonest, or manipulative. The company also offers new employees money to quit during their probationary period and very few take them up on it. As a result, Zappos ensures a more committed and engaged workforce — A workforce many leaders dream about but fall short in achieving.
The way Zappos has anchored trust is achievable by any sized businesses. Like Zappos employees will attest, trust is a worthy goal for any organization desiring a committed and engaged workforce with employees who could not imagine working anywhere else.
A full description of this case study is available in the team culture book, TIGERS Among Us – Winning Business Team Cultures and Why They Thrive (Three Creeks Publishing, 2010. Find this book at www.TigersAmongUs.com and on Amazon.com now available for digital readers at a reduced price!
