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an innovative approach to HR and customer service - Jim Huggins
September 12th, 2008
11:54 am
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an innovative approach to HR and customer service
Why Zappos Pays New Employees to Quit—And You Should Too (from Harvard Business Review, via consumerist.com)

Summary:  Zappos.com is (apparently) an online retailer for shoes, with an incredibly good customer service reputation.  They do this in a lot of ways, but notably in their training.

Their call center employees are given four weeks of training.  At the end of the four weeks, they are given "The Offer": if they quit right then, they'll be paid full salary for the past four weeks, plus $1000, no questions asked.  About 10% of trainees take the offer.

Their theory is ... if you've decided that the company isn't for you, you might keep your job for awhile, but you'll be grumpy about it until you get a new one, which will hurt the company.  On the other hand, if I dangle $1000 in front of your nose to quit, and you're planning on getting a different job anyways, you'll probably quit right then ... thereby saving the company's reputation.

It's an exceedingly cool idea.

Current Mood: amusedamused

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