What Would L.L. Bean Do?
In recent years, Zappos has propelled itself into becoming the largest online shoe retailer in the market. In a recent Harvard Business Review blog entry, Bill Taylor detailed Zappos’ practice of paying new employees to quit after they’ve received a week of customer service training if the employee doesn’t feel like the company is the right fit for him or her.1 Zappos wasn’t talking small change, either: What initially began with a $100 offer gradually increased to $500, then $1,000. This is a key demonstration on how critical Zappos’ employees are to the company’s commitment to deliver great service to its customers. ...
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