It was a whirlwind business meeting that started with kidnapping; included the amazing story of Zappos and ending with a better understanding of how we can better reach our business goals and serve our customers. Picture this: A cold, blustery winter day in Salt Lake City, Utah as the Reading Horizons management team met at 6:00 A.M. in the parking lot at the corporate office. Tyson Smith, CEO, of Reading Horizons, devised this early, secretive start to the day. The executive team, or rather victims, were Heidi Hyte, Alisha Thomas, Aaron Hess and Erika Huff. With little more than the shirts on their backs they cautiously piled into the back of Tyson’s van.
As they headed south on the Interstate, Tyson let them in on his little secret. “We’re going to Vegas!” he told the shocked van of passengers. You could see the thoughts rolling through everyone’s brain matter. Vegas? Why? We have too much work to do at the office! Tyson isn’t a gambling man so there must some other ulterior motive.
It all started a month ago, when the management team was asked to read Delivering Happiness by Tony Hsieh, the CEO of Zappos.com. Tony is big into company culture. The book is about how events in his life and work career lead him to some of the Zappos policies that drive their unique culture. Because of the buzz surrounding Zappos unconventional culture they offer daily tours of their office. Tyson had signed up to take the management team on one such tour – hence the kidnapping.
As the van approached the Zappos’ office the large Delivering Happiness bus was also pulling in from its three month 22 city book tour. It looked like a party bus! Tyson’s van full of weary travelers walked into the Zappos front office and were greeted by a friendly employee-slash-tour guide.
It was obvious that complete customer service plays a major role in the Zappos culture. The offices were full of “personality.” Employees get to decorate their own space in a very creative way. See examples below:
After the tour Heidi, Alisha, Aaron Erika and Tyson got back in the van for the 6-hour drive back home and a lively conversation about best practices and a renewed dedication to put the Reading Horizons customers first.
Royalty Room
Comment below about a time when you had superior customer service.