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.
One of the great advantages to working with Naot Footwear and their United States distributor, Yaleet Inc., is getting involved with their charitable donations. Every year they partner with their dealers like Zappos.com to give away free shoes. Yes, FREE shoes! Thousands and thousands of free shoes and sandals every year are given to those in need.
Many of these donations take place at homeless shelters across the country. This year (Zappos' 3rd consecutive year), we chose to partner with Shade Tree of Las Vegas, a shelter dedicated to helping women that in some cases are escaping domestic abuse or just need help getting a fresh start. Oftentimes, these women are leaving their living situation with just the clothes are on their back and the shoes on their feet. This simple gesture is kind of like giving a hug through a new pair of shoes.
Zappos.com and the folks at Yaleet Inc. see these donation events as some of the most important and meaningful things that a business can do because of the joy that it brings to those in need.
Check out one of our footwear buyers, Cameron, and Mark, a sales rep for Naot footwear as they load up the Zappos shuttle with this year's batch of donations to Shade Tree:
Alex C., a Merchandising Assistant for the Athletic Performance Department, was recently recognized as the recipient of the MOQ (Merchandiser of the Quarter) award for Q3. It is given to an individual who consistently goes above and beyond what is asked to make everyone's life a little bit easier. We caught up with Alex and he shared some thoughts on the award, as well as a glimpse into the windows of his soul. Okay, it wasn't that dramatic. We asked him some questions and he thoughtfully answered them!
Congratulations, Alex! How does it feel to be recognized by your Content peeps?
AC: It feels amazing to be recognized by such an awesome team.
If you were mentoring a new Merchandising Assistant on your team, what one thing would you stress is important to a successful work relationship with Content?
AC: Appreciate, respect and understand your content team. Collectively, they are your right-hand man or woman.
Share with us the single most crazy-busy day you have experienced so far and how you persevered, WOWing those around you.
AC: My first day at Zappos was my craziest day here. Going from line showing to line showing, meeting to meeting and being introduced to so many new people that day, it was pretty overwhelming. I can honestly say though, without being cliché, staying calm and carrying on did get me through that day.
Having graduated from CSU-Fresno, you may or may not know Fresno is the fifth largest city in the state of California. Can you name five of your most favorite places or things about Fresno?
1) The Tower District! It's an awesome place to hangout, meet up with friends, grab a bite to eat, check out a show or have a drink at one of the awesome bars in the area.
2) The food! Fresno has great local spots that can't be beat! Not to mention the fresh fruit and vegetables that are grown in Fresno that go into the great local dishes.
3) Fresno also has great culture in both the art and music scenes. There are weekly and monthly art exhibits that rival those of Los Angeles and San Francisco. Fresno is also a destination for big music acts but is still rich in its great local music scene.
4) Being in the middle of California, Fresno is only a few hours away from destinations like Los Angeles, San Francisco, Yosemite, the Central Coast and my favorite, Disneyland!
5) Lastly, you can't talk about Fresno without mentioning CSU Fresno or as we call it, Fresno State. It's a great university and home to the Fresno State Bulldogs. GO DOGS!
What is your favorite word in the Japanese language?
AC: Ganbatte - Good luck
Finally, the big question! Rap luminary T-Pain, author Truman Capote and actor Tony Hale (Buster Bluth on TV's Arrested Development) all share a birthday with you. Of these three, whom would you most like to meet and why?
AC: Truman Capote. I'm sure he would have some very interesting stories to share.
Mauricio’s team is at it again this year! You may remember the awesome prank that his team lovingly played on his birthday last year. Well, this time, the birthday “surprise” is more elaborate and involved an even bigger mess!
This is why it’s probably best to stay home on your birthday… IF you happen to work at Zappos.com! ;)