Take a minute to read about my marketing cohort Jay Heyman's experience with Zappos and learn. (e-mail subscribers…click on Jay's name.)
What's so memorable and talk-worthy about Jay's story is that one employee, not a corporate policy or CEO but one customer service rep who had clearly drank the brand's kool-aid took an extra five minutes and did something remarkable.
I think it's noteworthy that Eric's (the customer service rep) gesture was remarkable because it was personal.
After reading Jay's post, as a business owner, I found myself wondering these three questions. I'm thinking you should be asking them too.
Would every one of my employees recognize an opportunity to deliver a remarkable and personal moment?
Would every one of my employees choose to seize that opportunity?
If I can't answer yes to the first two questions…what am I doing wrong…or do I have the wrong employee?