It is commonly acknowledged that providing a good customer service can help company gain more customers and thus having more profit. While approaches like providing more training to employees are usually adopted, many business ignore the importance to improve the organizational culture as a whole. For example, Uber, a company used to be one the most promising businesses, now faces huge problems because of its bad organizational culture. Therefore, to be a successful business, having a good organizational culture is necessary.
One example offered in class is Zappos, a company that has a fantastic organizational culture. In Zappos, employees can enjoy all kinds of benefits such as getting free food all the time and customizing their working desks. In this way, people working in Zappos may regard the company as a family, thus having higher efficiency and giving better customer servicess, which is a win-win business for both employees and the company itself. From psychological perspective, employees are motivated to work harder in Zappos because they have more “perceived control” over what they are doing. Perceived control is defined as one’s beliefs in how much one can influence the environment by his own actions. When employees have more perceived control, they have more motivations to work harder because they know what they do matters.
Another company that has an amazing organizational culture is Haidilao, a hotpot company in China. In China there is probably more than thousands of hot pot companies, but Haidilao always gets top sales because of its insurmountable customer services. For example, Haidilao offers free salon services, online computer games, drinks and snakes as compensations for customers waiting in line. Moreover, Haidilao also adopts e-commerce platform, which means people can order hotpot online, and when they finish eating, they can call Haidilao to finish the cleaning. Therefore, even though the taste of hot pot is essentially the same with every company, people choose Haidilao over other hot pots because of its comfortable and considerate customer service. The most surprising one is that in Haidilao, all the waiters will serve customers with big smiles, which make every customer feel like they are eating at home. The reason why employees working in Haidilao are so enthusiastic about their jobs is because of the welfare mechanism offered by the company: employees are offered with free dorm, medical insurance, promotion based on customers’ feedback. Even though it is surprising that a company can be such a huge success only by providing the best customer service in one industry, this example does show the benefits brought by an amazing organizational culture.
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