If customer service were weights, we’d all look like Governor Arnold Schwarzenegger. Why? well because the sheer weight of frustration that weighs down on you when you have the displeasure of experiencing wrong orders, snail pace deliveries and just generally no smiling (especially if you’re not a foreigner) will give you the work out of your life in PNG.
I think most people know about poor service in PNG or especially where its most apparent in our Banks and Hotels in Port Moresby, so I’m not going to harp on about it. But if you feel like your arms and shoulders are getting thicker then feel free to share your frustrations below.
But keeping service in mind, I was taking a stroll around the net one day and I came across an interview about online retailer Zappos’ CEO Tony Hsieh (pronounced Shay). Tony is considered by many to be a master at customer service and when asked how he achieved a billion dollars in sales in 2008, he attributed the company’s success to their focus on aligning the entire organisation around one mission: to provide the best customer service possible.
To get that customer service right Tony has worked on making the culture right at Zappos. “If you get the culture right, then most of the other stuff, like great customer service or building a brand will just happen naturally.” Tony says. Makes sense I though and to instill it in his employees the company has developed 10 core values to achieve this. They are:
- Deliver WOW Through Service
- Embrace and Drive Change
- Create Fun and A Little Weirdness
- Be Adventurous, Creative, and Open-Minded
- Pursue Growth and Learning
- Build Open and Honest Relationships With Communication
- Build a Positive Team and Family Spirit
- Do More With Less
- Be Passionate and Determined
- Be Humble
Now to top it all off, each year a Culture Book with staff thoughts on the company’s culture is sent out freely to anyone who requests it so that you can get a better feel of this ‘culture’ in action.
Now of course I had to test it out, would they really send me a free book?
I sent out an email at 7am:
“On Thu, 30 Jul 2000 -0700am, “Emmanuel Narokobi” <email@example.com> wrote:
> Hi Tony,
> Been watching YouTube videos of your speeches since I heard about your
> Amazon share swap, so was wondering if its possible to send me your culture
> book? My address is below, but I’m not in the US though.
> You guys are doing an inspiring job and as my small company is growing at
> the moment, I’m looking at ways to create a culture of my own.
> Thanks for your time.
> Emmanuel Narokobi
> Masalai Communications
and by 11am, they had replied:
Thank you for contacting Tony! He reads every email he receives and asked me to respond on his behalf so you could receive a timely response. Tony receives over 2,000 emails each day, and I am part of a small team that assists in answering them. He would have responded directly, but he doesn’t have the hands necessary to type up 2,000 responses at the same time. We’re currently working on replacing Tony’s arms with spider legs, so look for more responses from Tony in the future!
Thank you so much for your email! I am very glad that enjoy the videos! I’d be happy to send you a copy of our culture book! You can expect one at the address below:
PO Box 170, Gordons, NCD
Papua New Guinea
I hope that you enjoy the book and I wish you the best with your company! Have a great week!
If you have any other questions or concerns, feel free to contact me back directly and I’d be happy to assist you. You are also welcome to contact us at 1-800-927-7671. Your Zappos.com family is here 24/7 to help you with anything and everything!
Tony’s Team (Operation Spidey Senses)
I was definitely impressed with that quick response and then this morning when I went to check my mail, lo and behold, my Culture Book had arrived… all the way from the State of Nevada in the U.S. of A.
Now I don’t know about the culture of our big companies in PNG but for my small business I certainly have some big shoes to fill. I wonder what size Arnold Schwarzenegger’s shoes are?