I visit many companies, and witness many struggles to provide an exceptional customer experience. One of the consistent obstacles to providing quality service lies in employees who refuse to buy-in to a company’s desire to provide exceptional service and who subvert efforts to do so. I’m constantly amazed as I watch companies who refuse to get rid of these poisonous personalities. Part of it lies in fear of being able to find the right people and part of it lies in fear of the legal repercussions of firing people.
As one of our clients told me, "the reason I use your group to do our Quality Assessment is that I can fire you any time I want. If I hire a team of people to do this, I’m struck with them whether they do the job well or not."
That’s why my interest was piqued by Bill Taylor at Harvard Business School’s Game Changer blog regarding Zappos policy of . The skinny is this…they pay people to go through an intensive four-week course that immerses the potential CSR in the company culture and expectations for service excellence. Before the employee is put on the phone he/she is given a choice – take the job or we’ll pay you for your time and give you a $1,000.00 to quit right now. If the person is willing to take the $1,000 then Zappos figures they weren’t worth putting on the phone and would have cost the company far more in the long run.