I came to know Tony Hsieh through his book Delivering Happiness. It is a must-read for all entrepreneurs who want to build an impactful company. I was honored to be invited by him to present at the CatalystCreativ Series and share my experience at the Las Vegas Downtown Project last week. I also had the opportunity to tour the Zappos headquarters.
During my tour at Zappos, I witnessed the fun and craziness of the company, with its fully decorated office space, cheerful greetings from employees, and welcoming atmosphere. No wonder it’s ranked as one of the best places to work. A rejection idea also popped up in my mind. I randomly invited employees to dance Gangnam Style with me. Guess what happened:
A little confession: I kind of expected to receive a ‘yes’ this time, just because of what I had witnessed during my tour and the company’s reputation. My intention was to teach them to dance, but it turned out I was the worst dancer among them. After a little background research, I learned that Tony had asked the Zappos employees to do a Gangnam Style Parody last Thanksgiving. I was simply late to the party, but we still had fun.
Learning: Want to provide great customer service? “Deliver happiness” to your employees, and they will pass on the happiness to your customers. It is very difficult to get a rejection from companies such as Zappos and Southwest. They deliver the ultimate customer experience, internally and externally.