The Definition Of Great Service
By
on
May 22nd, 2008
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I'm a huge admirer of great customer service. I can be a demanding guy but I'm also fair. When I receive really poor service I let people know but perhaps more importantly, when I receive great service I go out of my way to show it. You should check out Zappos, the online shoe retailer, I'm now a huge fan and I've never even shopped there. Do you know they pay people to quit? A brilliant strategy IMHO. The story I read the other day was simply amazing, a proof great service isn't dead.
I enjoy good service when I'm by myself but it's with the kids I appreciate it the most. It might be in a restaurant, clothing store, play facility, and even day care. I try not only to say thanks for great service, I also do it for a job very well done. Small or large, doesn't matter. I'm very happy with our day care, staff is simply fabulous. About twice a month I go by the bakery with the kids in the morning, pick up cookies and sweet bread, and have my kids give it to their teachers. It' tough to be around screaming kids all day long, they all do a great job and reserves a little treat every now and then. Teachers love this simple gesture.
Back to Zappos, how can they pay people to quit?
So when Zappos hires new employees, it provides a four-week training period that immerses them in the company’s strategy, culture, and obsession with customers. People get paid their full salary during this period.
After a week or so in this immersive experience, though, it’s time for what Zappos calls “The Offer.” The fast-growing company, which works hard to recruit people to join, says to its newest employees: “If you quit today, we will pay you for the amount of time you’ve worked, plus we will offer you a $1,000 bonus.” Zappos actually bribes its new employees to quit!
Why? Because if you’re willing to take the company up on the offer, you obviously don’t have the sense of commitment they are looking for.
Sounds like a smart move from Zappos. I wish more companies would think this way. Their customer service reps have no scripts, no smart tag lines, and no limits of what they can say and do for a customer. Please the customer is the main thing. Which explains the amazing story I heard the other day about a woman who bought shoes for her mom but was unable to return them within the stipulated 30 day limit. Her mom tragically died and lots of things got in the way. Zappos clearly understood the situation and did something few companies (any?) would do.
When I came home this last time, I had an email from Zappos asking about the shoes, since they hadn’t received them. I was just back and not ready to deal with that, so I replied that my mom had died but that I’d send the shoes as soon as I could. They emailed back that they had arranged with UPS to pick up the shoes, so I wouldn’t have to take the time to do it myself. I was so touched. That’s going against corporate policy.
Yesterday, when I came home from town, a florist delivery man was just leaving. It was a beautiful arrangement in a basket with white lilies and roses and carnations. Big and lush and fragrant. I opened the card, and it was from Zappos. I burst into tears.
That's phenomenal customer service for you. Should be a lesson to about 99.99% of other companies. Do you acknowledge great service? If not, it's never to late to start.
Wow. I do the best I can with customer service but sending flowers like that is just way above and beyond. How kind. I wouldn’t quit my job for $1000–that is just sad to think about.
What a great story. I’ve shopped with Zappos in the past and have had wonderful experiences with them.
I try to reward good customer service at the very least with my continued business, even if there are more convenient, but less customer-friendly, options. Your post is a good reminder to go above that and thank people either with words or even better, baked goods!
Wow, that’s way above and beyond ANY customer service I’ve ever experienced or heard of. I am pretty sure I will be looking at their site now.
I’m all about quality customer service, too. I only go to one gas station because of how consistant their customer service is and I’m always greeted with a smile.
Yep because of this blog, I went to Zappos.com and ordered my husband’s shoes from there, to try them out. Selected the freebie standard shipping (4-5 days) and was pleasantly surprised that they upgraded it to overnight shipping instead.
Plus they got the package out immediately, literally I checked my inbox and got an email from Zappos day before and then I’d get another email by UPS that it will be delivered that evening. AWESOME! Good recommendation, AD.