What is Digg?Sponsored by Dragon Age: Origins
Join the Dragon Age: Origins development team on Facebook view!
facebook.com/DragonAgeOrigins - EA presents BioWare's new dark fantasy epic Dragon Age: Origins. '9/10' from Game Informer.
243 Comments
- terrizance, on 05/20/2008, -9/+2961. Get 1 week of vacation at current job
2. Get hired at Zappos
3. Take "The Offer"
5. Go back to work, $1,000 richer (profit!!!) - mciampa1214, on 05/20/2008, -0/+157Something tells me the initial hiring process must be somewhat strenuous. Otherwise there would be all kinds of people just going to collect their $1,000, right?
- Hackenslacker, on 05/20/2008, -3/+119Looks like their web server took the offer and left.
- dougvfr750, on 05/20/2008, -1/+104Interesting approach to finding out just how committed the employee is to the company. If I had to work the call center line I'd have to be committed, but in a different way. It would be a big white building with padded walls.
- sryan8913, on 05/20/2008, -8/+110***** IT WE'LL DO IT LIVE
- MrBabyMan, on 05/20/2008, -15/+109You joined digg 2 days ago. Since then you've dugg 3 stories and made 5 comments, 4 of which are about me. Obsess much?
- mvanhorn, on 05/20/2008, -4/+87I really thought 0% of employees would take it.. but I was surprised to see "About ten percent of new call-center employees take the money and run" I guess they are working in a call center..
- inactive, on 05/20/2008, -1/+69You forgot step 4. ???
- MrTito, on 05/20/2008, -5/+68Why Zappos Pays New Employees to Quit—And You Should Too
Posted by Bill Taylor on May 19, 2008 10:06 AM
I spend a lot of time visiting with companies and figuring out what ideas they represent and what lessons we can learn from them. I usually leave these visits underwhelmed. There are plenty of companies with a hot product, a hip style, or a fast-rising stock price that are, essentially, one-trick ponies—they deliver great short-term results, but they don’t stand for anything big or important for the long-term.
Every so often, though, I spend time with a company that is so original in its strategy, so determined in its execution, and so transparent in its thinking, that it makes my head spin. Zappos is one of those companies. Two weeks ago, I paid a visit to Zappos headquarters in Henderson, Nevada, just outside Las Vegas, and spent time with CEO Tony Hsieh and his colleagues. I could write a whole series of posts (and just might) about what I learned from this incredible operation. But I want to focus this post on one small practice that offers big lessons for leaders who are serious about changing the game in their field—and filling their organization with people who are just as committed as they are.
First, some background. As most of you know, Zappos sells shoes—lots of them—over the Internet. The company expects to generate sales of more than $1 billion this year, up from just $70 million five years ago. Part of the reason for Zappos’s meteoric success is that it got the economics and operations right. It offers customers a huge selection—four million pairs of shoes (and other items, such as handbags and apparel) in a warehouse in Kentucky next to a UPS hub. (If Imelda Marcos visited that warehouse she'd likely have a coronary on the spot.) It also offers free delivery and free returns—if you don’t like the shoes, you box them up and send them back to Zappos for no charge.
So the value proposition is a winner. But it’s the emotional connection that seals the deal. This company is fanatical about great service—not just satisfying customers, but amazing them. The company promises free, four-day delivery. That’s pretty good. But most of the time it delivers next-day service, a surprise that leaves a lasting impression on customers: “You said four days, but I got them the next morning.”
Zappos has also mastered the art of telephone service—a black hole for most Internet retailers. Zappos publishes its 1-800 number on every single page of the site—and its smart and entertaining call-center employees are free to do whatever it takes to make you happy. There are no scripts, no time limits on calls, no robotic behavior, and plenty of legendary stories about Zappos and its customers.
This is a company that’s bursting with personality, to the point where a huge number of its 1,600 employees are power users of Twitter so that their friends, colleagues, and customers know what they’re up to at any moment in time. But here’s what’s really interesting. It’s a hard job, answering phones and talking to customers for hours at a time. 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. It’s hard to describe the level of energy in the Zappos culture—which means, by definition, it’s not for everybody. Zappos wants to learn if there’s a bad fit between what makes the organization tick and what makes individual employees tick—and it’s willing to pay to learn sooner rather than later. (About ten percent of new call-center employees take the money and run.)
Indeed, CEO Tony Hsieh and his colleagues keep raising the size of the quit-now bonus. It started at $100, went to $500, and may well go higher than $1,000 as the company gets bigger (and it becomes even more difficult to maintain the all-important culture and obsession with customers.)
It’s a small practice with big implications: Companies don’t engage emotionally with their customers—people do. If you want to create a memorable company, you have to fill your company with memorable people. How are you making sure that you’re filling your organization with the right people? And how much are you willing to pay to find out? - Charlotte_Web, on 05/20/2008, -0/+60If they will cut me a check for $500, I promise to not even send a resume.
- BadgerGravling, on 05/20/2008, -3/+53Having followed various Zappo employees, including the CEO on Twitter, they're definitely a company worth watching.
- pilot3033, on 05/20/2008, -12/+54*5 weeks
You need to go through the month of training first. - Tamant, on 05/20/2008, -3/+44I've worked in a call center before and if you offered me $10 to quit, I would..
- gaffer13, on 05/20/2008, -3/+43Zappos.com does the little things that other companies aren't willing to try and are building a $1 Billion empire by doing so.
- MrBabyMan, on 05/20/2008, -8/+45If I really bother you that much that you need to devote most of your Digg activity to me, simply click 'Block User' under my name. I really don't think you will, however, because looking at your activity, it appears that trolling me was the sole reason you created this digg account.
- PinkFloydFan, on 05/20/2008, -2/+37Map, you're bringing a lot of negative vibes into the digg community. Just enjoy the stories, who cares where they come from. If you can't just enjoy the content of the story despite who submitted it then take a hint and at least have the decency to leave your trash talking out of the comments page. Thanks.
- inactive, on 05/20/2008, -0/+32Especially after seeing this on Digg.
- Nougat, on 05/20/2008, -5/+32Don't you have a hard time with the sizes, what with the holding your foot up to the monitor?
- pilot3033, on 05/20/2008, -1/+26"Zapatos" means "shoes" or "sneakers" in spanish, the name must be a derivative.
- purplehaze420, on 05/20/2008, -0/+23Why would he end up in prison? And why would you be there ?
- DrCrankenstein, on 05/20/2008, -3/+24Zappos rules.
Weird name, but they're obviously doing a lot of things differently, and right. - solistus, on 05/20/2008, -0/+19I would take it in a heartbeat. A $1000 bonus for one week, even assuming it's full time, is a bonus of $25/hr! Now, if I were looking for a long-term job and the best place I could start was a call center for an online shoe retailer, I guess I wouldn't (which is the point from Zappos' perspective - the isolate this group of people), but assuming you have time to find a new job and/or aren't looking for long-term employment (summer/winter break job, need a short-term capital boost, etc.), it's hard to beat that level of compensation for your time.
- romistrub, on 05/20/2008, -1/+18lmao @ MapShatter
You're trying too hard. If you're going to go on a rant, at least be entertaining. Because right now, you're just pathetic. - Ninjao, on 05/20/2008, -2/+17Interesting approach, if you have the capital to resort to such measures then this sounds like quite the plan.
- trshtehdsh, on 05/20/2008, -0/+13not sure if i'm giving away any secrets, but so far i've been to a job fair, to get to the next level you have to pass a typing test (25 words / 85% accuracy. not very difficult for the average digger...) then a level of skills testing - acting as a customer and typing in orders; then an interview, and then reference checks (this is for the call center team position).
They want you to be somewhat capable skill wise, but they really want you to fit in to the Zappos culture - which is definitely unique - so i bet the majority of candidates wouldn't be able to cope with the "fun and a little weird" environment, not to mention the scheduling for the CLT (call center) positions are schedule almost randomly, with shifts starting from 4PM till 3 PM. So not tedious, but you definitely have to have the right "stuff" to get in there. - wra716, on 05/20/2008, -2/+14mirror (from cache)
http://209.85.173.104/search?q=cache:1h3_weLby_8J: ... - asskicker32, on 05/20/2008, -0/+12take "vacation" so you get paid from your normal job
*facepalm* - woofers07, on 05/20/2008, -1/+13and you spent your vacation working.
- jmpeagle, on 05/20/2008, -1/+13well they are fully private so watching them does nothing
- thanacus, on 05/20/2008, -0/+12Paid vacation, yo.
- awtripp, on 05/20/2008, -2/+134. ...
5. PROFIT! - paidhima, on 05/20/2008, -0/+11Now this is some fantastic advertising... Not that I'm saying it's a plant as an advertisement, but this kind of good publicity is gold. I have never heard of this company before, but I think I'll buy my next pair of shoes from them. I love finding good online retailers (I'm also a rabidly loyal Newegg customer and have been since the year their site went live).
- inactive, on 05/20/2008, -3/+141. Hire people
2. Give away $1000
3. ????
4. Profit - asskicker32, on 05/20/2008, -0/+11Uh, youre thinking of Zapdos, the legendary bird of lightning.
- kevinmoore, on 06/13/2009, -4/+15That doesn't work very well if you get paid > $1,000/week at your normal job.
- inactive, on 05/20/2008, -0/+10That's because they don't give a *****.
- iticu, on 05/20/2008, -0/+10On the internets, we try to make fun of people to make ourselves feel good.
MrBabyMan is alright, people like you that MAKE ACCOUNTS to put down other people aren't.
Though you'll probably be thinking "lulz i dont care im anon i do it for teh lulz newfagz", which is kind of pathetic and dodging reality.
(In before the reply that says something like; "Internets; Serious buisness") - trshtehdsh, on 05/20/2008, -0/+10i'm trying to get a job at zappos, the company looks amazing to work for with a really great "work" environment, they really are about two things: customers, and their employees. I've never heard so many people say they *like* going to work, but every zappos employee i've met is totally in love with the place. and it's things like this that show they "walk the walk" when it comes to taking care of their employees, even if they might leave for other opportunities. not to mention the nap pods and a full time life coach for employees to talk to .... i really hope i get in :)
- themordecai, on 05/20/2008, -1/+11From the article: "...their friends, colleagues, and customers no what they’re up to at any moment in time."
really, Harvard? didn't bother giving the article a once-over? - paulofmandown, on 05/20/2008, -0/+10Nine times out of ten, you pay for that shipping in the shoe price. There are other, smaller, shoe retailer websites. One shoe in particular, called balsa, is $22 more expensive than another retailer. I'd mention the name, but I actually work for them. I won't lie, though, zappos is the first place we'll direct people, if we can't help them.
- Avaseal, on 05/20/2008, -1/+10But I only have TWO weeks paid vacation! Gah..at this rate I'll never get those Robocopesque Bionic Arm Implants
- ultrafez, on 05/20/2008, -0/+9What?
- ericcire, on 05/20/2008, -0/+9Watching the zappo's ladies room does something.
- wynja, on 05/20/2008, -1/+10Now that's an amazing strategy for employee weeding. I love it.
- fakeid781, on 05/20/2008, -0/+9it does if you get paid vacation
- cha5e, on 05/20/2008, -2/+11Agreed. Unless someone else is willing to pay your expenses, that $1000 will likely only last you 2-5 weeks, which may or may not be enough time to find another job.
- sryan8913, on 05/20/2008, -1/+10companies that cater strictly to customer satisfaction without being blinded by profit are the future :)
- rsek, on 05/20/2008, -0/+8theywill sell some more shoes now i think
- Epik, on 05/20/2008, -0/+8lol isn't Zappos a pokemon or something?
-
Show 51 - 100 of 255 discussions
The Digg Toolbar for Firefox lets you Digg, submit content, and keep track of Digg even when you're not on the Digg site. Download the official 
© Digg Inc. 2009
— Content created and posted by Digg users is