how could Zappos recruit a better breed of customer rep? The standard answer would be to pay them more. But Zappos couldn’t afford that. Instead, it offered more fun and more power. That’s why company meetings are sometimes held in a bar. And why a stroll through the cubicles at Zappos feels like a trip to Mardi Gras, with music, games, and costumes. Customer reps are encouraged to talk to a customer for as long as they want (all without a script, natch); they are authorized to settle problems without calling in a supervisor and can even “fire” a customer who makes trouble.
