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A Happy Zappos Customer Says:

"Thank you again for the tour of your facility. While the overall mission of the trip to Zappos.com for me and my team was to participate in the extranet training, I can honestly say that it was an experience that I shall never forget. You encouraged us to read the Zappos Culture book and it was my pleasure. This was another opportunity to share in your culture and learn more about the philosophy of the Zappos. While at Zappos, I had the honor of meeting so many team members. I say team members because I felt like a guest for only a moment. After the first few introductions I felt like one of the team. Everyone in the building was so familiar, relaxed, and excited to be at work. As you know, we spend as much time or more waking hours with our teammates at work than we do with our families. It was a joy to see your team members smiling, relaxed, and enthused even while in the midst of their work environment. The diversity was refreshing, commendable, and appreciated. Because Zappos embraces diversity at all levels, age, race, and thought, I felt an energy the rivals the energy at any Super Bowl game. The energy that says, “Yes! I can do this job while being me, and I am a VIP!” Culture is defined in many ways. One definition is: The totality of socially transmitted behavior patterns, arts, beliefs, institutions, and all other products of human work and thought. While I completely agree with that definition your culture as I see it is also a way of life or lifestyle. A way of life or style of living that reflects the attitudes and values of a person or group. The attitude and values seem to begin and end with Customer Loyalty in mind. You've devised a team that understands the customer is number one. Thanks for the reminder! We go through life completing tasks without focusing on the fundamentals. This week is national Customer Service (Loyalty) Week. Thank you for bringing me back to the fundamentals of why I am in the service industry... to Service the Customer. From the Mayor's office to the just behind the bubble wrap of the Project Management Team. I appreciate your culture and thank you for the glimpse and opportunity to be within the walls of Zappos.com. Thank you, "

Adrienne D.S., Sep 29, 2007

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