By setting clear expectations, Zappos has created a strong culture and established itself as a top customer service provider. Here's how those ideas can be applied in an independent repair shop.
Robert Richman, a culture-strategist at Zappos and co-founder of Zappos Insights, presented a keynote presentation on creating a winning culture.
Zappos grew from a small website to a multi-million dollar business during a time when people weren’t buying things online. The company figured out a way to differentiate itself and has positioned itself as the No. 6 best place to work in America and the No. 1 in customer service, according to American Express Customers. Richman explains that the same principles that were used in growing the shoe company can be used for the automotive aftermarket industry.
Richman shares Zappos’ 10 “commandments” behind its culture and explains that in order to be successful, every employee needs to agree to and embrace these.
Deliver wow through service
Embrace and drive change
Create fun and a little weirdness
Be adventurous, creative and open-minded
Pursue growth and learning
Build open and honest relationships with communication
Build a positive team and family spirit
Do more with less
Be passionate and determined
Be humble
Richman also shares the principles behind the company’s culture:
Culture is driven by feelings
Culture is governed by games
Culture grows through rituals
In order for these to be successful, Richman explains that they need to be more than words on a wall. You have to live it and breathe it every single day. If someone doesn’t align with the culture you want to create, find someone that does.
We arm you with products that build trust, tools that unlock productivity, and training that drives business performance, so you feel confident in where your...
Connect with Valvoline experts to increase operational efficiency and customer loyalty – from Valvoline-funded promotions to hands-on training, we’re here to...
