My notes from last week’s Zappos tour

Life coach
Western day
Concierge@sq.com
Culture names
License plate after a year
Culture book – employee generated. Like a year book. Core values after books written.
6pm.com
Un-Wow
Vending machines are .25 each and $ goes to charity of the quarter
Fred is the No Title Guy
All employees take 8 hours of phone service time.
Personal service levels monitors performance – call reviews once a month. 85% is minimum. Rating based on Connection and Accuracy. 80-85% call time of total work time.
Resource desk is customer service to customer service. “The Pirate Team”
Shift bids every six months.
Open 24 hours
Zapponians.
Accountabilabuddy
Get Off Your Butt Sean Stevenson
$2000 offer to quit
Monkey Room. No Executives.
Time Ninjas.

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