Core Values The Missing Link
Do you feel that:
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- You talk about customer service but you’re not sure what that means?
- You have quality employees but you’re not sure if they fit into your company?
- Some of your employees are like “a square peg trying to fit in a round hole”?
- Your employees are working hard but they don’t appear to be on the same page?
- You are fed up with having to micro-manage your employees all the time?
- You would like to take a month holidays with your family but you don’t because you don’t know what you will come back to?
- You would love to communicate your passion to your team but you’re not sure they are listening to you?
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Well, I have the solution!
Hi, I’m Roy Prevost, and I have delivered more than 250 workshops across North America to businesses on how to thrive in the Big Box Retail World. And I have had the privilege of being a presenter at the Home Hardware pre-market for the third time.
Over the years, attendees of my workshops would come up to me with questions about how to create a brand and culture of customer service within their small business. And I honestly did not have an answer for them that was applicable to a business with 2 to 10 employees.
Until…
I saw Tony Hsieh speak at a seminar in Los Angeles and suddenly…
The light bulb went on!!!
You see, Tony Hsieh is the founder and CEO of Zappos.com. Tony and his team took the company from zero to $1 billion dollars in sales in 10 years and then sold to Amazon in 2009 for 1.1 billion dollars.
What do they sell?
They sell shoes and accessories online. In fact, they are the biggest online shoe store in the world. As I researched the company, it dawned on me that Tony had provided me with “The Missing Link”.
How did he create this dynamic company?
To begin with, he began by articulating his “personal values” and he wrote them down. (Not one in a 1000 people do this, and I’m guilty too since I didn’t do this until a few months ago.)
He then asked his managers to do the same.
Why did he do that?
Because he wanted to make sure that his managers were on-side and shared at least SOME of his values.
The Zappos Core Values Approach
An interview with Robert Richmond of Zappos about the Zappos approach. (PDF)
He then sent an email to all company employees asking them to describe what they felt were Zappos’ values. They created a “culture” book where all employees contributed their interpretations of the Zappos culture. From this information, they put together the 10 Zappos core values from which all their success emanates.
So naturally, your next question is…
“How do I get my hands on this process for my team and how do I implement it quickly into my company?”
This is where I come in!
As a small business owner, you are at the perfect time in your business journey to implement this process with your managers and employees. Remember, Zappos.com had many hundreds of employees when they launched their process, so their tactics were a lot more cumbersome. I have studied the process and I have been coached by the Zappos team on how to help you quickly turn your business into a “values based” entity.
How can you do that?
Join me for an evening to launch your company towards excellence in customer service. Here’s what we cover.