Today's Zapponian Spotlight, Beth M., is a ZCLT rep on the graveyard team. So, if you happen to call our customer service lines at night, you just might get Beth helping you on the other line!
We decided to get to know Beth a little bit by asking her a couple of questions:
What brought you to Las Vegas?
B: I was living in Portland, OR and had just lost a job of 8 years. I came here to visit my mom at Thanksgiving, shortly after my Dad had passed away. By the time I left, I decided that there was nothing holding me in Portland, and job opportunities were probably better in Vegas. Plus, I was a little worried about my mom being alone, and I wanted to live closer to her. I moved here in January of 2009, and got hit with the lucky stick by Zappos in August. Surprisingly, I love it here. I grew up in So Cal, and came here a lot on weekends, but never imagined I'd live here!
What is your favorite musician or band?
B:I love classic rock, like Santana, the Stones and Eric Clapton. I also love Kid Rock!
What 3 words describe your personality?
B:Silly, off-the-wall, and happy.
What do you like to do for fun?
B: I'm a home body a lot of the time! I like hanging out with friends, going out to eat, gambling. I love to garden, too, but all I have is gravel now so everything is in pots.
Working the Graveyard shift means I sleep most of the day, and I'm working when most people are out having fun, like on the weekends.
I really look forward to Zappos events like the awesome picnic we just had because I get a chance to reconnect with my Zappos Family!
What is your favorite core value and why?
B: #3 - Create Fun and a Little Weirdness! Anyone who knows me understands why. LOL
What is your most embarrasing moment?
B: Actually, not too much embarrasses me. However, I went to a Harvest Festival in Oregon with a friend who was visiting from L.A. There was one of those sling-shot things where you launched a pumpkin and there was a target to hit wayyyy off in the distance. I was pulling it back really hard for a good launch, when my friend thought it would be a good idea to pull ME back (to help). The minute she pulled me, my feet slipped and I was flat on my back in a pool of mud. When I finally got up, there was a line of people who watched it happen. I was horrified! I had to finish the day walking around with the entire backside of me covered in mud!
The Content department decided to bring back its long-lost tradition of “Picnic Olympics” this year on Tuesday, April 9th. What a windy day it turned out to be! At least I didn’t get slapped in the face by a flying hamburger again this year!
The fun-filled shindig took place at Pecos Legacy Park, where everyone donned their Content t-shirts and creatively decorated themselves in their team colors.
While Dickey’s BBQ set up the catered spread of beef brisket, pulled pork, potato salad, baked beans and other picnic favorites, six teams feverishly scoured the park for scavenger hunt clues. There was no actual hidden temple, but it was Team 1, the Purple Parrots, who claimed victory in this event.
With bellies too full for any intense physical activity, the next round of competition involved five Minute to Win It-inspired games. This fast-paced event really had everyone cheering each other on! From fishing pennies out of pantyhose to stacking dice on Popsicle sticks, the hidden talents of some Content members became all too apparent. Team 3, Vitamin C-ya, pulled ahead of all others in this round.
No one was safe from humiliation during the final round of competition! Teams battled it out in several relay race games, which included jumping rope, running like a chicken, hopping like a frog, and more. Team 4, Cruel and Unusual Content Chaos (AKA: Your Worst Nightmare), took first place.
As you can see, team and family spirit was in full swing at the Spring 2013 Content Picnic Olympics. Some great prizes were awarded not just to the overall winning teams of the games, but also to these honorable mentions: Team 5, Green Eggs and BAM!, for best team name and Team 2, Pinky and the Brains, for best use of team color. A great time was had by all, and hopefully history will repeat itself at Content’s next Picnic Olympics this fall!
Just when we thought last year’s entries for the annual Zappos Peeps Contest couldn’t get any better, this year’s 30 “peeptacular” entries proved us wrong!
In the spirit of Easter bunnies, chicks, marshmallows and all things sugar coated, Zapponians flexed their creative muscles to create some impressive Peeps™ dioramas depicting all kinds of pop culture themes—from Justin Timberlake’s hot new “Suit & Tie” video, to the ubiquitous “Harlem Shake” phenomenon and everything in between!
Today, we received a number of calls and e-mails from individuals stating they received an email from Zappos.com confirming an order they never placed. These emails were not legitimate order confirmations from Zappos.com, but were actually phishing attempts directing users to other sites when they clicked on the links. These are known malicious sites that should be blocked by your antivirus software or your browser.
If you didn’t place an order with Zappos.com today and you received a suspicious order confirmation, please do not click on any of the links and immediately delete the e-mail.
This is a common tactic used by bad guys when trying to get you to unknowingly provide your username and password on a site that looks exactly like a legitimate retailer. The email template will look the same, the pictures and logos will look identical, and even the wording will be a perfect match; however, if you look a little closer, you’ll notice something funky with the blue-highlighted links. If you hover your mouse over any of these links, you’ll see the REAL site you’ll be sent to. For instance, in the phishing emails being sent out today, the links don’t say http://www.zappos.com when you place your mouse cursor over them, but instead a fraudulent website, which is a site not affiliated with Zappos.com”
If you’re ever in doubt, please proceed with caution. You can always contact us if you receive a suspicious e-mail that looks like it was sent by us. We want to know what our customers are experiencing, so we can provide the best service possible. We’re here for you 24/7 at email@example.com and 1-800-927-7671.
Trish C., a Receiving Exceptions Coordinator, was recently recognized as the recipient of the MOQ (Merchandiser of the Quarter) award for Q4. It is given quarterly to an individual who consistently goes above and beyond what is asked to make everyone's life a little bit easier and a whole lot more awesome. We caught up with Trish and she shared some thoughts on the award and her shrewd thrifting skills, among other things. She has a big heart, a warm personality and is a real team player. It's easy to see why Trish was recognized for the MOQ award!
Congratulations, Trish! How does it feel to be recognized by your Content peeps?
TC: I love Content! Each department at Zappos is entwined in some way or another, but I like to think of Content as being one of my closest siblings. It is such an honor to have them say I’m a superstar!
You are part of a very unique team as a Receiving Exceptions Coordinator. Can you briefly describe what you do and how it relates to the Content and Merch departments?
TC: Briefly? Oy. LOL! Basically, I communicate very closely with our fulfillment centers to ensure that product that gets stuck in the system somewhere gets resolved as quickly and painlessly as possible. Product comes in that either wasn’t ordered, doesn’t have a PO (purchase order) attached to it, is the wrong color or isn’t even in our system. I work with both Content and Merchandising to figure out what it is, why we have it and where it goes.
Share with us the single most crazy-busy day you have experienced so far at Zappos and how you persevered, WOWing those around you.
TC: I am nothing without my Peeps... and the ZCafe! These are the things that keep me sane. Crazy-busy day? With 333 unassigned tickets in our queue, every day is a crazy-busy day! LOL!
What is the coolest thing you’ve ever acquired from a garage sale?
TC: Probably one of the coolest things I’ve ever gotten at a garage sale would be an electrical insulator bought for $2 that I turned around and sold for $2500! Wooohoooo!
As a fan of the written word, which book has offered the greatest impact in your life?
TC: The Secret by Rhonda Byrne
Finally, the big question! NFL quarterback Peyton Manning, actress Alyson Hannigan and actor Steve McQueen all share a birthday with you. Of these three, whom would you most like to meet and why?
TC: Steve McQueen would be my choice. He was a great actor, he drove a motorcycle and he starred in epic films like The Blob (1958)!
When I wrote this article I hadn’t noticed that the employee I featured, Roz Searcy at Zappos, had a Twitter handle. I just read her Twitter profile. The first sentence reads, “7+ years for the greatest company in the world!” Is there any doubt she is the happiest employee in America?
“You name it. I make it happen.” That’s what Rosalind (Roz) Searcy said when I asked her what she did for her employer, Zappos.com. I’ve met thousands of employees. I speak at their companies, conferences, or interview them for my columns and books. Most employees like their jobs and they’re grateful to have a job at a time when millions of people do not. In rare cases I meet employees like Roz, who are passionate, happy, enthusiastic, and inspired day after day and year after year. In my opinion Roz Searcy is America’s happiest employee.
I met Roz two years ago when I visited Las Vegas and requested a tour of Zappos.com headquarters in Henderson, Nevada. Zappos.com is consistently rated as one of the best places to work in the country and has built a reputation as the gold standard in customer service. I wanted to learn why so I could share the lessons with my readers. Roz showed up in a shuttle to pick me up from my hotel on the Vegas strip. I was the only one on the shuttle and Roz had no idea that I was writing a book. I soon learned that Roz picked up anyone who wanted to visit Zappos—vendors, journalists or customers.
“Why did you pick me up? I could have taken a cab,” I said. “Don’t be silly. We treat our customers like family,” Roz responded. “If you had a family member in town, wouldn’t you pick them up from the airport or hotel?” I thought Roz was the happiest shuttle bus driver I had ever seen. It’s what happened next that really surprised me. Roz parked the shuttle, walked inside the building, and took her position behind the front desk. Roz was the receptionist, yet she gladly volunteers to pick up guests as well. “From the first day I walked in the door [February 22, 2005] I knew it was the place I was going to work for the rest of my life,” Roz told me.
Two years later, December 2012, Roz is still working at Zappos, happier and more passionate than ever. One of her colleagues told me, “I’ve never seen Roz in a bad mood. As a matter of fact, the day I came to Zappos for my first interview, Roz was in her previous role as the front desk receptionist and she not only made me feel welcome, she made me feel like I was the most important visitor to the office that day—which I can guarantee you I wasn’t.”
Zappos.com is an independently run subsidiary of Amazon with nearly 1,300 employees. In September 2013, Zappos will relocate to its new headquarters in downtown Las Vegas. Roz has a new role that fits her perfectly—as a member of the downtown community team her primary function is to get to know every business owner downtown and to build relationships between Zappos and those businesses.
Here are five reasons why Zappos inspires Roz and hundreds of happy employees.
Hire for cultural fit. Everyone I met at Zappos had a friendly, outgoing personality. From Roz to my tour guide, everyone exuded passion and enthusiasm (see the video below that I recorded with my smartphone).
Zappos CEO Tony Hsieh told me that the company hires for cultural fit. For example, one of Zappos’ core values is to “create fun and a little weirdness.” Zappos managers ask potential employees, “On a scale of one to ten, how weird are you?” The number is not as important as how people react to it. Zappos looks for people who have fun, have passion and personality, and are committed to customer service.
“At Zappos, I’m allowed to be myself,” Roz told me. “I have a strong, bubbly personality. Zappos supports me and encourages me to be me all the time. At the company I worked at before, I couldn’t be as open and personable as I am today. At Zappos I stay at a level nine or ten all day long!”
Commit to transparency. Zappos shares everything with employees, partners, and vendors—the good and the bad. True partners don’t mask results and Zappos goes the extra mile to demonstrate transparency. Daily briefings and call statistics are posted on a whiteboard for everyone to see—employees and guests. Even its all-hands company meetings are publicly available. Here’s a link to the company meeting held in November 2012. If you have three hours, you can watch everything they discussed. It’s all there.
Everything is transparent at Zappos, even the CEO’s condo. Roz told me that as part of her new tour, she takes people to Tony Hsieh’s condo to see the view of downtown. The next time you think you’re a “transparent leader,” ask yourself if you’re willing to open up your home to anyone who asks for a free tour. Hsieh walks the walk.
Help employees grow. When I met Roz two years ago, she was a receptionist. Today she is building relationships as part of the company’s move to its new headquarters. Everyone is given the opportunity to grow at Zappos.com. I even met a “goal coach” whose job was to help employees meet their personal goals. “What does that have to do with selling shoes online?” I asked. “It has everything to do with Zappos,” the coach said. The formula is remarkably simple. If leaders help people achieve their dreams, it makes them happy. Happy employees offer better service.
Empower staff to do what’s right. Customers who call Zappos.com to order shoes or clothes will not feel pressured to get off the phone. There are no scripts or time limits for call-center employees. Hsieh once told me that an employee had spent a couple of hours on the phone with a customer. Hsieh did not ask the employee why she spent so much time with one person. Instead he asked, “Was the customer happy?” Brands that have best-in-class customer service empower their employees to do what’s in the best interest of the customer. Zappos.com views its call center employees as an extension of its marketing arm. Every unscripted conversation can help earn customer loyalty. Employees can even write personal thank you notes after a call. These simple notes make yet another emotional connection with Zappos customers.
Deliver happiness, not products. When I asked Tony Hsieh to describe Zappos.com he didn’t say “We sell shoes online.” Instead he said, “We deliver happiness.” Big difference. Hsieh is a student of happiness, literally. He quotes research into the science of happiness. He’s focused on the happiness of his employees and his customers. Leaders cannot expect their teams to deliver an exceptional customer service if they fail to understand happiness. Once you do, employees will speak about you the way Roz does of Hsieh: “Tony is an open book. He is still the same person I met eight years ago. He is very, very regular guy, funny and little weird, passionate, friendly, open and honest, inspiring and an incredible visionary.”
I talked to Roz recently and asked her if she was comfortable with the label, America’s happiest employee. “That’s interesting. In my previous role we chose nicknames for ourselves. Mine was Makena,” she said.