“We are drawn to leaders and organizations that are good at communicating what they believe. Their ability to make us feel like we belong, to make us feel special, safe and not alone is part of what gives them the ability to inspire us. Happy employees ensure happy customers. And happy customers ensure happy shareholders—in that order”
Have you ever encountered an employee who was obviously part of an organization that believed happy customers really matter? How about an employee who was obviously safe, cared for and empowered by her organization to lean toward customers in very tangible ways? If you’ve met someone like this, you’re certain to remember them.
Employees like this don’t happen by accident. They are trained, inspired and rewarded by great leaders who clearly articulate what they believe about customers and why customers are important to the organization.
Employees like this deserve to be celebrated. Here’s an employee you’ll never forget.
Jay tells his story of an encounter with Lydia, taking serious her ability to make customers really happy!
Jay was the best man in a wedding and had ordered his shoes from Zappos as instructed by the groom. He paid for 3 day shipping by UPS ground, and his package was lost in transit. When he called UPS to have his package held, the agent told him she couldn’t hold it until after one attempt to deliver it to the correct address. Knowing he wouldn’t have the shoes in time for the wedding, he asked again to have them held. The UPS agent said that while she couldn’t stop the shipment, Zappos might be able to since it shipped from their location.
Jay called Zappos and was wowed by Lydia’s customer service actions. To make things right, Lydia over-nighted a new pair of shoes to Jay’s wedding location, she moved him up to “VIP” status with Zappos, she stopped the shipment with UPS and had the shoes returned to Zappos. Then she removed the charge from Jay’s card and had the shoes delivered at no charge to him.
Jay’s response? “Zappos has earned a customer for life — In addition to all of this, I originally ordered from them because they had the cheapest deal on the shoes I needed.”
Zappos did it again! They delivered WOW through service, but for the leaders and employees, that’s just they way they do things. That’s their culture!
Leaders who are great at communicating what they believe instill those beliefs in their employees. There’s nothing more powerful than an employee who’s been inspired to lean toward customers in very tangible ways. Great leaders inspire greatness, and these are the leaders people willingly choose to follow. That’s the essence of leadership!
Share your thoughts by clicking here. I look forward to learning from you and your experiences!