Outstanding customer service helps Zappos stand out in the 24/7 world of online retailing. The company always has at least 2 million pairs of shoes in stock, ready to be boxed and shipped at a moment’s notice. Customers have a full 365 days in which to return their purchases if they’re not satisfied. And unlike some Web retailers, Zappos maintains two toll-free hot lines to help customers with sales or service in English or Spanish at any time, day or night. None of this would work without the company’s responsive, enthusiastic, and dedicated workforce. By recruiting good employees, providing them with thorough training, and empowering them to deliver great service, Zappos is positioning itself for even more growth in the future.

1. What are the advantages and disadvantages of paying new hires to quit before the end of their training period? Do you agree with what Zappos is doing? Why?
2. If you were a Zappos recruiter, what questions would you ask to determine whether a prospective employee would fit into the company’s workforce?