Zappos’ company motto seems to be “The answer is yes…now what’s your question?” To Zappos’ CEO, a generally friendly employee is also a customer service-friendly one. To that extent, he tries to create a culture where his employees are also friends outside of work, through something called “culture fit screening”. The employees are diverse in every way, in appearance and personality. Most importantly, they don’t discriminate who they hire. Zappos also has friendly policies, for example, anything you order can be returned, with paid shipping, for one year after the purchase. Thus, liberal return policies enable employees to have an easier time saying “yes” to customer service requests. And this seems to be the secret to building a successful company.
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