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