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Great Customer Service

November 19, 2012


Here’s a story about how a company with a reputation for great customer service ‘tripped in their shoes’ but recovered magnanimously. While planning for the recent FABTECH conference in Las Vegas I thought it would be a great opportunity to visit Zappos — the online retailer with a great reputation for customer service (www.zappos.com). They have a simple system on their website to sign up for a tour. You’ll receive confirmation of your preferred day and time. They also send a fun video of employees telling you that they look forward to your visit. On top of all that, they offer a free shuttle service to their office. As customer service goes, that is top notch.

Here’s the hiccup – the shuttle didn’t show up! Ten minutes before the arranged pick-up time we joked about how funny it would be if the shuttle was late. Not funny. So we jumped in a cab and hurried to their offices. We were a little late and I wasn’t in the best mood at this point. We got checked in with our name badges and escorted into a room where they showed a video of the history of Zappos. From there our energetic host Dani led us around the facility to see some of the different departments.

Tape lines on the floor in an office

Tape lines on the floor in an office.

Being a student of Lean, the first thing that struck me was how there didn’t seem to be a trace of 5S; except for lines on the floor (I never thought I would ever see that in an office – it’s to make sure that employees keep their chairs from blocking the aisles). Creativity abounds and people are encouraged to decorate their work spaces with their own appeal. I didn’t get a chance to ask if people were able to find what they need in a timely fashion, but obviously this seems to work for them. I’m not sure I would personally feel comfortable in an environment like this, but they seem to be thriving with it.

Other interesting things included:

  • Monkey Row - Tony Hsieh

    Monkey Row

    Tony Hsieh’s (the president) cubicle is right in the middle of everyone else’s, no corner office; more in the middle of gemba. That area is also lovingly known as “monkey row” (see photo on right)

  • There is a minimal use of walls; most of the work areas are open. When employees (a.k.a. Zapponians) need some quiet for a place to meet they have breakout rooms. These rooms have different themes and seem to be very fun.
  • There are monitors along the walls that keep you updated with company business and other important information like the joke-of-the day and pictures of Zapponian’s pets.
  • To help keep the Zapponians happy there are free food and drinks. Although the Red Bull has a nominal charge that is donated to charity.
  • Fun is highly encouraged and practiced.
  • Every employee (a.k.a. Zappoians) was gracious even when we were in their way and they needed to get around us.

Zappos’ shuttle

So now the recovery, they gave Jennifer a really nice Zappos backpack and offered us a free ride in their shuttle to the airport which we gladly accepted. Thank you Zappos and Brittany our driver!

“We asked ourselves what we wanted this company to stand for. We didn’t want to just sell shoes. I wasn’t even into shoes – but I was passionate about customer service.” – Tony Hsieh

From http://www.brainyquote.com/quotes/authors/t/tony_hsieh.html#g9x90pmBxqkKeEbC.99

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