Based out of Henderson, Nevada, Zappos.com is home to about 800 employees, with an additional 800 employees at the warehouse in Kentucky. Tony says their work environment focuses on team and family, which is why he chooses to sit in a cubicle. "I don't want to be someone that's just off in a corner office somewhere and employees feel that I am not approachable," Tony says.
See how the employees at Zappos.com cut loose!
Not only did Tony pass up a big office, he also only takes home $36,000 a year! "I'm doing it because I want to be involved in creating something that people are passionate about," he says. "I'm not doing this for the money."
So why get in the customer service business? "It was really just from me being personally annoyed whenever I received bad customer service," Tony says. "It is really frustrating when I feel like the people on the other end [of the phone] don't really care."
When hiring new employees at Zappos, Tony says they do two sets of interviews. The first is with a hiring manager and their team. The second is with human resources for a "culture" fit. Tony says that no matter what job you're hired to do, all employees must undergo four weeks of customer service training. "You're actually on the phone for two weeks talking with customers. And people that can't make it through that we either don't hire or drop them during the training process."
Tony is so dedicated to customer service that his ultimate goal is to build his brand around it. "We're actually hoping 10 years from now people won't even realize we started out selling shoes online, and maybe 30 years from now we'll have a Zappos Airlines that's just about the very best customer service in the airline industry."