Inspiring Workplaces: Service That Wows

Published: Wed, 01/22/20

Humor at Work

ISSUE 806 - Jan. 22, 2020


			Service That Wows

	Do your employees truly understand what's expected of them when it comes to customer service? Zappos makes sure their employees deliver on their legendary promise of service that WOWS by hiring employees with a service-first attitude and then training and coaching those employees to consistently deliver on the first of their 10 core values: Deliver Service Through WOW! As described in The Power of Wow, new employees at Zappos receive an Oath of Employment that describes each of their 10 values in depth. For their Deliver Service Through WOW value they describe how they expect employees to go above and beyond expectations in every single interaction with everyone (not just customers), and how, in order to WOW, they must differentiate themselves by doing something a little unconventional and innovative. They also challenge employees with two questions: "What are things you can improve upon in your work or attitude to WOW more people?" and "Have you WOWED at least one person today?" Finally, as they do for all their values, they translate them into into sample behaviors: Helps even when it isn’t their job It’s okay to take individual action Wows everyone, everywhere Actually makes someone say, "WOW!" Frames interactions to elicit the most positive outcome for the customer while keeping in mind Zappos' best interest. Customer = someone shopping on the site, vendors, coworkers, candidates, EVERYONE. So, what can you do to make sure everyone on your team understands what you mean by customer service that WOWS?

		Mike's Fun at Work Tip

One Inspiring Workplaces subscriber (thank you Cate!) passed along a fun "Excuses Bingo Card" for use at meetings when managers don't meet their deadlines, featuring some semi-serious excuses intermixed with wacky ones such as, "Would you believe Sharknado was on last night?" or "My computer was hacked by Russians!" (Hmm..this idea might also work well for those of you with children at home!)
		Deep Thought of the Week

“I always arrive late at the office, but I make up for it by leaving early.” Charles Lamb
		It's a Wacky World

I love how several businesses took advantage of Alberta's recent bone-chilling cold snap and turned it into a fun marketing campaign, garnering free media coverage at the same time. Sweet Convenience, an Edmonton candy shop, offered up discounts based on how much the temperature plummeted, so if the weather dropped to -30, then shoppers benefited from a 30% discount on bulk candy. Other businesses, such as Calgary's Boogie's Burgers, offered the same sliding discount. Brrrrrrrilliant idea!

Cost-Savings to Bring Mike in to Energize Your Workplace!
Ottawa: February 5-7
Ottawa: February 11-13
Toronto: February 18
Edmonton: March 6
Toronto: March 10-12
Tuscon: April 1-6
Montreal: April 13-16
Saskatoon: April 17-18
Winnipeg: May 2-4
Vancouver: May 5-14
Saint John, NB: June 5-8

Speaking of Customer Service That WOWS... Here are a few Fun Customer Service Ideas to Help You Laugh All the Way to the Bank

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