Wednesday, 1 August 2012

In The Dictionary, Under Customer Service It Says 'See Zappos' Part 1

Customer Service is not just a mission statement although it helps if it's part of your core values

As it is for Zappos

1. Deliver Wow Through Service

Core Values Frog (or CVF for short) thinks anything worth doing is worth doing with WOW. To WOW, CVF differentiates himself by doing things in an unconventional and innovative way. He goes above and beyond the average level of service to create an emotional impact on the receiver and give them a positive story they can take with them the rest of their lives.

2. Embrace and Drive Change2. Embrace And Drive Change

CVF can not only handle constant change, but expects it and embraces it with open arms. CVF never accepts or becomes comfortable with the status quo, but is always thinking of ways to change processes, perspectives, and opinions, hopefully for the better. Without change, CVF can’t continue to provide the superior service that is the Zappos Family trademark.

3. Create Fun and a Little Weirdness3. Create Fun And A Little Weirdness

CVF has a sense of humor; he knows that it’s good to laugh at yourself every once in a while. Work shouldn’t be synonymous with drudgery; CVF can find fun and weirdness even when the rubber meets the road and we’re getting lots done. Being a little weird requires being a little innovative, and CVF is always looking for a chance to fully engage in his work and bring out the fun and weird side of it.

4. Be Adventurous, Creative and Open-Minded4. Be Adventurous, Creative And Open-Minded

CVF is bold without being reckless. He’s not afraid to make mistakes, because after all, that’s often the best way to learn. CVF takes risks and is open to his friends taking risks too, as long as we learn from them as a team and use them to make better decisions in the future. CVF believes in a gut feeling; everyone can develop a gut feeling about business decisions as long as they are open to new ideas and the possibility of failure.

5. Pursue Growth and Learning5. Pursue Growth And Learning

CVF S-T-R-E-T-C-H-E-S himself both personally and professionally. He never feels stuck in a rut, as there are no dead end jobs at the Zappos Family of companies. CVF knows that inside himself and every Zappos Family employee is more potential than we even realize. CVF works to constantly unlock that potential, both in himself and his co-workers. We’ll “never get it right,” but that’s the challenge we gladly accept. The only way CVF can solve new problems that arise is by learning and growing himself to meet them head-on.

6. Build Open and Honest Relationships with Communication6. Build Open And Honest Relationships With Communication

CVF is an open book; his honesty when interacting with others leads to strong relationships built on trust and faith. He can use these strong relationships to accomplish so much more than he could otherwise. It’s not easy getting there! CVF always acts with integrity, is compassionate and loyal, and is a good listener. At the end of the day it’s not what we say or do, but how we make people feel that matters the most. CVF cares about others, both personally and professionally.

7. Build a Positive Team and Family Spirit7. Build A Positive Team And Family Spirit

CVF wants to build not just a team, but a family. CVF as a manager serves those he leads by removing obstacles and enabling his direct reports to succeed. The best decisions and ideas are made from the bottom up, and CVF wants to foster that on his team. As a team member, he takes initiative when he notices issues and collaborates with his team to address them. Beyond that, we watch out for each other, care for each other. We work together and play together, because our bonds go beyond the typical co-worker relationship.

8. Do More with Less8. Do More With Less

CVF is always on the lookout for how to make himself more efficient and improve our operations at Zappos Family companies. There is always room for improvement and CVF always feels a sense of urgency when making those improvements. CVF wants us to not only be great service companies, but the greatest service companies in the world! We strive to set and exceed our own high standards for getting more done with the same or even fewer resources than before.

9. Be Passionate and Determined9. Be Passionate And Determined

What keeps CVF going? It’s passion for our business and our culture. We’re inspired because we believe in what we are doing and where we’re going. We don’t take “that’ll never work” for an answer. A lot of people told us that selling shoes online would never work; imagine if we had listened to them! CVF has a positive and optimistic attitude, because this inspires everyone around him.

10. Be Humble10. Be Humble

CVF knows that despite all the great things the Zappos Family has accomplished in the past, there will always be challenges ahead. No matter what happens, CVF is always respectful of everyone. CVF loves to celebrate our individual and team successes, but not in an arrogant or boastful way. We believe in a quiet confidence, as in the long run our character will speak for itself.

 Part 2 Tomorrow - It Starts at the Top

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