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kottke.org posts about 'zappos'

From this quick overview of why internet shoe retailer Zappos is such a great company, this clever hiring practice:

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!

That's pretty fucking brilliant. It applies a direct incentive of cold hard cash against what the company wants: employees dedicated not primarily to their paycheck but to the company/customers.

May 21, 2008    tags: business zappos

Online shoe seller Zappos demonstrates how to provide customer service on a human level:

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.

And that's not even the best part...read down to the end. (via 37signals)

Oct 19, 2007    tags: business zappos
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