by Jenny LeeJul 13, 2010
Jobs are everywhere. We clock in and clock out, putting in the bare minimum just to get the work done. Sometimes though, we find a career where we have a deeper vested interest in our work, motivated by achievement and advancement. Yet if we’re lucky, we’ll eventually find our calling where work becomes our life mission, and our life mission becomes work.
Online retailer Zappos is on a mission to inspire their family of employees to a higher calling. Since the beginning, they weren’t satisfied hiring people just looking for a job to pay the bills. Under their visionary leader Tony Hsieh, the company made a bold organizational move in 1994, relocating their headquarters from San Francisco to Las Vegas, to align themselves with people looking for a career.
Hsieh wrote in Inc. Magazine, “We were having a hard time finding good customer service people in San Francisco. Las Vegas has a lot of call centers and lots of people who want to do customer service as a career.”
Zappos embraces a singular vision—to provide the best customer service—and attracts people who share this passion. But the folks at Zappos aren’t satisfied knowing that their employees are committed to a career in customer service. They constantly strive to inspire their employees to find their true calling—to find personal meaning in their work guided by a higher purpose.
To achieve this, Zappos employs a full-time on-site personal coach, Dr. Vik, who invites employees to take a seat on the royal “throne” for a one-on-one consultation. He regularly tells his guests, “You are worth a billion dollars. Come have a seat and take your life to the next level!” With Dr. Vik’s guidance, employees are empowered to reach their full potential across their work and personal lives.
How many companies employ a full-time personal coach? Most businesses would view this as an unnecessary expense and immediately reject the idea.
Yet Zappos understands that a company’s employees—their people—are a reflection of the brand itself. When employees find their true calling, work is greatly satisfying and meaningful. Their enthusiasm and passion is infectious. And the customers are first to take notice.
by Aaron ShieldsMay 11, 2010
Pop Quiz: Guess The Airline From The Following Clues
The CEO of this airline believed that aside from safety, the way to build an airline is through great service. He also insisted on giving all employees the best training in the industry.
Is the airline:
A: United
B: Southwest
C: American
D: Delta
If you guessed C, American, you’re correct.
During the mid 30s to late 60s, CEO CR Smith built the most respected airline in the business. Just like Sam Walton, CR Smith would fly around the country to get acquainted with all employees and become intimate with the details of his airline.
If you guessed Southwest, don’t feel bad, they picked up where American left off. Southwest has built a great business using the same philosophy that made American great during the reign of Smith. Yet, despite the success of American’s plan, future CEOs strayed and turned American into just another airline.
Focusing on customer service is a key ingredient of success. And the key to creating great customer service is making sure employees are empowered and happy. It worked for American, it’s working for Southwest, and it will work for you.
