{"id":7043,"date":"2011-08-22T09:56:11","date_gmt":"2011-08-22T14:56:11","guid":{"rendered":"https:\/\/bhgrealestateblog.com\/?p=7043"},"modified":"2024-12-30T11:12:36","modified_gmt":"2024-12-30T16:12:36","slug":"making-wow-a-verb-thanks-zappos","status":"publish","type":"post","link":"https:\/\/bhgrecareer.com\/bebetterblog\/making-wow-a-verb-thanks-zappos\/","title":{"rendered":"Making \u201cWow\u201d a Verb, Thanks Zappos"},"content":{"rendered":"<p style=\"text-align: justify\" align=\"center\"><span style=\"font-family: Cambria;font-size: small\">Earlier this year we took a group of our franchise owners on a tour of the Zappos offices in Las Vegas. It was an interesting afternoon. The Zappos offices look more like a frat house then a place of business by most people\u2019s standards.\u00a0 Employees are encouraged to decorate their work spaces however they want and they appear to have great imaginations because surf boards hang from the ceilings, stuffed animals adorn desktops and lots of other dorm room attire have become standard Zappos work space decorating. This would be odd, except that it is exactly what the leaders at Zappos told their employees to do. <\/span><\/p>\n<p style=\"text-align: justify\" align=\"center\"><span style=\"font-family: Cambria;font-size: small\">I don\u2019t think the Zappos physical environment would work in most real estate offices but then again who really sees a real estate office today? What I did take away from Zappos was the commitment they have to the customer experience. In this I think the real estate industry has much to learn from the online retailer. <\/span><\/p>\n<p style=\"text-align: justify\" align=\"center\"><span style=\"font-family: Cambria\"><span style=\"font-size: small\">Zappos top 10 ways to instill customer service into your company from the book Delivering Happiness: A Path to Profits, Passion and Purpose by Tony Hsieh.\u00a0 <\/span><\/span><\/p>\n<p style=\"text-align: justify\" align=\"center\"><span style=\"font-family: Times New Roman\"><span style=\"font-size: small\">1.<\/span>\u00a0\u00a0\u00a0 <span style=\"font-size: small\">Make customer service a priority for the whole company. A customer service attitude needs to come from the top. <\/span><\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-family: Times New Roman\"><span style=\"font-size: small\">2.<\/span>\u00a0\u00a0\u00a0 <span style=\"font-size: small\">Make \u201cwow\u201d a verb that is part of your company\u2019s everyday vocabulary. <\/span><\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-family: Times New Roman\"><span style=\"font-size: small\">3.<\/span>\u00a0\u00a0\u00a0 <span style=\"font-size: small\">Empower and trust your customer service reps. Trust that they want to provide great service because they actually do. <\/span><\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-family: Times New Roman\"><span style=\"font-size: small\">4.<\/span>\u00a0\u00a0\u00a0 <span style=\"font-size: small\">Realize that it\u2019s okay to fire customers who are insatiable or abuse your employees.<\/span><\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-family: Times New Roman\"><span style=\"font-size: small\">5.<\/span>\u00a0\u00a0\u00a0 <span style=\"font-size: small\">Don\u2019t measure call times, don\u2019t force employees to upsell and don\u2019t use scripts. <\/span><\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-family: Times New Roman\"><span style=\"font-size: small\">6.<\/span>\u00a0\u00a0\u00a0 <span style=\"font-size: small\">Don\u2019t hide your 1-800 number. <\/span><\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-family: Times New Roman\"><span style=\"font-size: small\">7.<\/span>\u00a0\u00a0\u00a0 <span style=\"font-size: small\">View each call as an investment in building a customer service brand. <\/span><\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-family: Times New Roman\">8.\u00a0\u00a0\u00a0 <span style=\"font-size: small\">Have the entire company celebrate great service. Tell stories of\u00a0 \u201cwow\u201d experiences to everyone in the company. <\/span><\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-family: Times New Roman\"><span style=\"font-size: small\">9.\u00a0 \u00a0\u00a0<\/span><span style=\"font-size: small\">Find and hire people who are already passionate about customer service.<\/span><\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-family: Times New Roman\"><span style=\"font-size: small\">10.\u00a0\u00a0Give great service to everyone: customers, employees and vendors.<\/span><\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-family: Cambria;font-size: small\">I\u2019ve been thinking a lot lately about how real estate agents, company owners and franchisors instill customer service in their businesses. How do we make \u201cwow\u201d a verb? I\u2019ve got lots of thoughts that I\u2019ll save for future blogs. In the meantime, I hope you \u201cwow\u201d your customers today. <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Earlier this year we took a group of our franchise owners on a tour of the Zappos offices in Las Vegas. It was an interesting afternoon. The Zappos offices look more like a frat house then a place of business by most people\u2019s standards.\u00a0 Employees are encouraged to decorate their work spaces however they want [&hellip;]<\/p>\n","protected":false},"author":181,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[71],"tags":[10431,10531,23321,38921,43501,47501,47511],"class_list":["post-7043","post","type-post","status-publish","format-standard","hentry","category-customer-service","tag-customer","tag-customer-service","tag-las-vegas","tag-service","tag-tony-hseih","tag-zappos","tag-zappos-office"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Making \u201cWow\u201d a Verb, Thanks Zappos - Better Homes and Gardens Real Estate Be Better Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/bhgrecareer.com\/bebetterblog\/making-wow-a-verb-thanks-zappos\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Making \u201cWow\u201d a Verb, Thanks Zappos - Better Homes and Gardens Real Estate Be Better Blog\" \/>\n<meta property=\"og:description\" content=\"Earlier this year we took a group of our franchise owners on a tour of the Zappos offices in Las Vegas. 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