Rachael Brown on Paying Employees to Quit

Running Time: 10 minutes 05 seconds  

Canadian Management Centre is pleased to present the American Management Associations Customer Service podcast Paying Employees to Quit with guest Rachael Brown.

Rachael Brown is the customer service trainer at the hugely successful online retail company Zappos.com.Zappos.com has an astonishing success story, they have managed to grow to nearly $1 billion in sales. Even more impressive than their sales, is the number of customers who rave about Zappos customer service excellence.

Zappos has a unique and effective internal training method. Each new employee is fully immersed into the corporate culture and as the first portion for their training comes to end they are offered $1000 to quit.

By doing this, Zappos only keeps those employees who truly want to be there. Rachael emphasizes throughout the entire podcast that Zappos does not want employees who feel stuck there, they only want people that want to be there.

Rachael also goes through the three major steps of the interviewing process that has helped ensure that Zappos hires employees with the proper skills.

1. Online Navigation Test
2. Typing Test
3. Core Value Test

The third step the Core Value Test, is the most important part of the Zappos interview process. The way in which a prospective employee answers the questions, provides Zappos with enough insight into the individual to know if they would be a cultural fit or not.

Rachael also provides real life examples of internal feedback about their training and recruitment tactics and she also reviews some feedback from customers about their customer service.