While in Las Vegas, Nevada for the annual Cosmoprof North American tradeshow and SeneGence Glam & Gloss, My family and I went to visit the Zappos.com headquarters in nearby Henderson. Zappos.com is an online shoe, apparel, and accessories store that was officially launched in June 1999.
Zappos has a stellar customer service reputation. In particular, after a late night of barhopping and closed room service, Tony Hsieh, CEO of Zappos, bet a Sketchers rep that if he called the Zappos hotline, the employee would be able to locate the nearest late-night pizza delivery. The call center employee, although initially confused, returned two minutes later with a list of the five closest late night pizza restaurants. Inc. Magazine notes another example when a woman called Zappos to return a pair of boots for her husband because he died in a car accident. The next day, she received a flower delivery, which the call center rep had billed to the company without checking with her supervisor.
It’s this kind of customer service that creates repeat buyers. In the direct selling industry people have a great opportunity to provide personal attention and excellent service (free wrapping, home delivery, etc…) and I always encourage our SeneGence Distributors to do so. After all, excellent customer service is one of the things that keeps customers coming back in every industry. Zappos offers daily tours to the public and as part of the tour, we had 30 minutes of Q&A time with the Zappos corporate team where we had time to ask them operational questions and more.
Zappos is also known for its unique (to say the least) corporate culture . Each department has its own decor, ranging from rainforest themed to Elvis themed, and employees are encouraged to decorate their work spaces (for example, The CEO Tony Hsieh’s desk, which is in the middle of a cluster of cubicles, features jungle vines and an inflatable monkey).
Here are some pictures of their colorful and slightly kitsch office:
The CEO’s desk:
Wizard of Oz themed mural in one of the break rooms:
Sitting in the Royalty chair (this is to remind them to treat customers like royalty):
The visit to Zappos reminded me of how proud I am of our own special team and culture at SeneGence corporate. At the home office in Irvine,CA, we have an open office policy where we welcome all Distributors and guests to stop in and play with SeneDerm SkinCare and SenseCosmetics long lasting color products anytime. We supply healthy food for all our staff and guests to enjoy. We hold fun, monthly staff birthday celebrations and recently had a potluck cook-off contest. And we use the phase “How may I support you” when answering our phones to make sure anyone calling knows that we are here for them.
What unique things do you do to create a special experience for your Customers and/or employees?! Please comment below.