Yesterday, my new friend Alex (@alx007) gave me (@nanpalmero) a tour of Zappos, the online store that is “Powered by Service.” The entire tour was remarkable. We were picked up by the wonderful Roz (@rozzie1) in the Zappos Tahoe. She was an absolute beam of light, so full of joy. Once we arrived, we were greeted warmly by the front staff, even Tony (@zappos), the CEO was hanging out. We toured both buildings and in each location we arrived, whether it was marketing, accounting, comfort or any other division, the greetings were always the same. Everyone stopped what they were doing, smiled, clapped, smacked cowbells, had streamers or some other celebratory device to recognize our entrance. Even people that we passed in the halls would say “HI!” with a big smile and a genuine caring. Zack (@star777) who shuttled us all back to CES was a wonderful way to close. He told us how Las Vegas wasn’t necessarily his first choice of places to live, but working at Zappos was just so wonderful, he couldn’t quite leave the city.
I noticed that my afternoon was skewed after leaving Zappos. I found myself smiling at the people that I passed in the hall on the way to my room and at folks with whom I made eye contact on the street. I was amazed by the affect this company had had on me. Now, consider your company. How do your clients’ and customers’ days change after they have dealt with you and your team? Have you made the world a better place?
In case you’re wondering about the (@name) setup, those are the twitter names of the people I mentioned above.