Zappos has had a peculiar recruitment strategy wherein they pay new hires to quit. What is the method behind this madness?
It seems like a ludicrous exercise to first spend money to recruit a candidate and then offer the same candidate money to quit during the training phase. But that’s exactly what Zappos, arguably the most customer centric company, does.
Zappos’ culture is steeped in passion, creativity, humility, positivity, relationships and, first and foremost, the customer. Most of these terms are attributes of intangible emotions, the customer being the only tangible entity that demands and binds all these emotions.
And the peculiarity of all these intangible traits is that they are un-trainable. You either have them or you don’t. No amount of training will teach you to fly by flapping your arms. You’ve got to have wings.
However we, as humans, have the egoistical assumption of being capable of everything; and these traits are an assumed second nature to us. Its only when put to the test do we realize our shortcomings in some of them. That’s exactly what happens to a new recruit during training. Besides their own self-realization, they are identified and given the option to leave the organization with a generous offer to compensate for the time they’ve invested in discovering themselves.
Soft skills are characteristic traits; all other skills are trainable.
Footnote: Less than 2% of new recruits take the offer and leave. It says a lot about the quality of recruitment at Zappos.