Bowling Industry Online

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Fredquarters Marketing by Fred Kaplowitz

THE ZAPPOS PHILOSOPHY

Finding the right people is difficult. Keeping them is even more challenging.
But, would you pay someone to leave your company?

This is exactly what Zappos.com does. Haven't heard of Zappos? They are an Internet retailer that sells shoes (even bowling shoes). They are known for their customer service. Internally they have a saying: "We are a service company that happens to sell shoes. And apparel. And handbags. And accessories. And eventually anything and everything."

Zappos offers $1,500 to anyone who wants to quit. The firm actually offers to buy their new employees out of their jobs. (Between 2-3% of the people accept the offer.)

You see, Zappos only wants people working there who want to be there. They have an incredibly successful company, and realize that it is not about selling "stuff," but creating an experience that people love. No matter how great their website is, or how great their products are, their people back up the entire customer experience.

According to Tony Hsieh, CEO of Zappos.com, "...in addition to trying to WOW our customers, we also try to WOW our employees, and the vendors and business partners..." And, they do.

Zappos has created a culture that has employees saying, "I love working here." How do they do it? First, everyone knows the "mantra." Second, Zappos trains well. Third, there are really cool perks that WOW the employees. No, not the usual corporate perks. They have pot-luck lunches, bowling parties, haunted houses at Halloween, holiday decorating, karaoke, picnics, go-carting and much more. The culture is fun. Most important, they have an environment where people can just be themselves.

All of this is a lesson on taking care of your internal customers so you can better serve your outside customers.


ZAPPOS' CORE PHILOSOPHY IS:
1. Deliver WOW through service.
2. Embrace and drive change.
3. Create fun and a little weirdness.
4. Be adventurous, creative, and open-minded.
5. Pursue growth and learning.
6. Build open and honest relationships with communication.
7. Build a positive team and family spirit.
8. Do more with less.
9. Be passionate and determined.
10.Be humble.

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