Zappos is a pretty interesting firm, not just because of its outstanding service which offers free postage and free return of any item within 365 days on any of its online shoe or handbag purchases, but also because of its culture. Zappos employment is no walk in the park, but it aims to give employees a great place to work (ranked 15 in the 2010 Fortune Magazine “100 Best Companies To Work For” list!) in exchange for hard work and commitment. But how does the firm create such devoted employees?
“If you quit today, we will pay you for the amount of time you’ve worked, plus we will offer you a $1,000 bonus.”
Having people in an organisation who really want to be there is important to Zappos’ working culture and for maintaining their renowned customer service. They know that call centre work isn’t for everyone, so after a week into their fully paid four-week training programme, they give people an incentive to leave, called ‘the offer’.
The bonus works well because if you have the slightest doubts about wanting to work in a call centre or deliver exceptional customer service, you take the $1000 and leave. It says a lot about the people that don’t take the incentive – they really want to work there and be part of the Zappos family.
How do you ensure you’re getting the most committed employees and that they fit your firm’s unique culture and purpose?