Having grown up on the public service side of libraries, I am always on the lookout for examples of organizations and companies who can articulate a service culture. My latest discovery is Zappos.com, founded in 1999 “…with the goal of becoming the premiere destination for online shoes.” Although I have never been a customer of Zappos.com, I am surrounded by folks who swear by them!
According to Tony Hsieh, the Zappos CEO, “…our belief is that if get the culture right, most of the other stuff—like great customer service, or building a great long-term brand, or passionate employees and customers—will happen naturally on its own.”
That culture is defined by 10 core values:
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and a Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships with Communication
7. Build a Positive Team and Family Spirit
8. Do More with Less
9. Be Passionate and Determined
10. Be Humble
People who have worked with me know that “sparkle” and “dazzle” are two terms I will inevitably use in a public service conversation. Sparkle describes the active engagement and genuine interest of the service provider in the transaction and dazzle is the end goal. It is not enough to meet the information need; it is that added extra that delights the customer. People who love public service show it, are passionate about it, and personally learn and grow in the process.
When was the last time you were dazzled?