Categories: Girl Wonder's Last Word | Posted: March 9, 2017
Zappos is an online retailer known across the world for their exceptional customer service. Since the company was founded in 1999, stories have come out detailing the great lengths they have gone to secure their reputation as the most customer-centric online retailer in the nation. Zappos was acquired by Amazon in 2009 and the marriage of these two consumer obsessed companies created a conglomerate that cannot be stopped. Both companies have seen tremendous growth since the merger.
Tony Hseih, the CEO of Zappos wrote a book about the creation and growth of Zappos, called Delivering Happiness. Throughout the book you can feel how proud Tony is of the company culture
he was able to create, and how excited he was to share the amazing stories of his employees and coworkers.
One great story is one of his personal experiences with Zappos’ customer service. Tony took some clients out on the town, and late into the night when the bars were closed, one of his clients mentioned he was craving some pizza. The hotel was not able to provide them what they wanted, so Tony had the idea of calling Zappos to ask for one. Tony was so confident in his team that he believed whoever answered the customer service phone line at 2 AM would help them.
Of course, when his client called and spoke to an individual, the Zappos employee was able to find a pizza restaurant that was still open, and called and placed the order for them.
Zappos is not a pizza restaurant. Heck, they aren’t even a food vendor! Many people working in customer service would hear a silly request for pizza delivery and politely tell them they can’t help. But at the heart of the Zappos culture is problem solving. They see people as people, not as numbers and data on a screen.
JayMarc Homes went to a conference in Las Vegas two years ago and we had the opportunity to tour the Zappos headquarters. From the moment you walk in, you can get a sense of the wacky, open and fun-loving culture that the company has fostered. Employees are encouraged to be themselves, and they go above and beyond to provide a service to all Zappos customers that they themselves would want to experience.
JayMarc has modeled our core company values after those outlined in Delivering Happiness, one of which is “Deliver the Extraordinary.” We see the importance in setting and meeting expectations, but that’s not enough. We also want to surprise and delight those that we work with by going above and beyond expectations. Doing just enough to get by isn’t enough for Zappos, and it certainly isn’t enough for us either!