John Gosselin, CEO and partner at EarnMoreDoLess.com excitedly circled a very important event in his schedule while attending Design and Construction Week 2019 in Las Vegas, NV. This must-see presentation was delivered by Tony Hsieh, a self-appointed culture mistro at Zappos.com.
When asked what he took from the presentation, John learned that Zapponians speak “Zapponese” in the office. What was perhaps most interesting and enlightening to John was learning that every new employee—regardless of qualifications, credentials, experience, and work history—begins their new role at the company in the customer service department.
That’s right. So, whether you worked for Google, attended a local community college or earned an MBA from Harvard Business School, you are the newest member of the customer service team at Zappos.com.
Of course, studies have shown that promoting a fun and comfortable work environment sparks creativity and innovation, Zappos takes that “out-of-the-box” thinking to a new level. They call themselves “fun-gineers”, and it is not uncommon to see team members gifting clients with handwritten cards or individually-painted wine glasses. At the end of the day, what matters most is that clients do not feel like a number.
The team at Earn More Do Less may not have the budget to perform off-the-shelf, highly-personalized customer service like Zappos, however, giving customers with custom cheese boards engraved with their brand names as holiday gifts certainly went a long way.
Additionally, EMDL’s chief charitable donor, Zack Gosselin shows his appreciation for clients by filming thank you videos who have helped him raise and donate over $20,000 to local charitable organizations and causes that “face trying times”.
In 2018, Zach filmed personalized thank-you videos from atop a 45-story skyscraper in New York City to show how much he loves, appreciates, and cares about his donors.
All in all, thinking outside the box and doing thoughtful things differently can help your business stand out from your competitors and the crowded marketplace. If you’d like to learn more about what you and your business can do to better serve your clients and also help your clients do thoughtful things differently, contact us below and we will reach out to you soon.
Cheers to making thoughtful gestures and putting relationships first for those you care about and serve in business matter more than numbers on a balance sheet!
Our best to you always,
~ John Gosselin