This article was published internally, describing how Zippo incorporates ideas of Behavioral Differentiation, one of the four parts of Customer 1st.<\/p>\n
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One expectation of Performance-Related Behaviors is to own and proactively solve problems.\u00a0 As the Westinghouse Behaviors state, we should \u201cProactively identify issues, regardless of origin, when working with customers, and behave as though you own the issue.\u00a0 Address relevant commercial issues in the context of a solution and not as a barrier.[i]<\/span><\/span><\/span><\/a>\u201d<\/p>\n \u201cPositive behavioral differentiation has several important effects.\u00a0 First, it\u2019s memorable.[ii]<\/span><\/span><\/span><\/a>\u201d\u00a0 Memorable is the word to describe the 70-year old company, Zippo.\u00a0 Their commitment to their customers and their customers\u2019 concerns make them stand out in the minds of consumers.<\/p>\n Based in Bradford, Pa., Zippo has offered its lifetime guarantee since its founding.\u00a0 And the catch to this guarantee: there are no disclaimers.<\/p>\n Zippo lighters are repaired, at no cost to the customer, for any reason, even extraordinary circumstances.\u00a0 One common situation is the lighter being run over by a car.\u00a0 When Zippo customer relations are approached about any lighter in disrepair, they offer a repair packet, which includes a fiber-reinforced envelop with Zippo\u2019s address.<\/p>\n Zippo\u2019s in-house repair clinic fixes more than 131,000 lighters a year.\u00a0 Grateful customers send an average of 20 handwritten thank-you notes a week.\u00a0 These are kept on file and discussed during performance reviews, recognizing Zippo employees for their dedication to the customers.<\/p>\n When a lighter comes into the repair shop, the 14 full-time employees not only fix what is indicated, but also replace flints, hinges and anything else that may be wearing.<\/p>\n George G. Blaisdell, founder of Zippo, led by his image of customer relations. \u00a0\u00a0His philosophy was, \u201cBuild your product with integrity \u2026 stand behind it 100 percent and success will follow.\u201d<\/p>\n Employees of Zippo routinely state that their job is more enjoyable and fulfilling because of the importance placed on the customer.\u00a0 Shirley Evers, consumer relations manager states, \u201cI wouldn\u2019t want to do consumer relations for a lot of companies because of their poor attitude toward the consumer or because they don\u2019t stand behind my product.\u00a0 This makes my job so much easier.\u201d<\/p>\n The employees at Zippo truly do take on issues as their own, proactively identifying potential problems, regardless of the cause as Evers exclaims, \u201cIt\u2019s a whatever-it-takes attitude here.[iii]<\/span><\/span><\/span><\/a>\u201d<\/p>\n \n \n