The online retailer Zappos is legendary when it comes to customer service, and one of their secret weapons is the flexibility they give their customer service representatives. But it’s not just about providing employees freedom—it’s about hiring the right people from the start. And Zappos has a fascinating way of testing that.
New hires at Zappos go through a four-week intensive training program. However, after just the first week, trainees are given a surprising offer: they can walk away with a few thousand dollars in their pocket if they agree to quit immediately. This offer is not a trick—Zappos would rather pay a few thousand dollars early on than invest more time and money into someone who isn’t fully committed.
Think about that: by offering a cash incentive to quit, Zappos creates a “self-weeding garden.” A self-weeding garden creates conditions that naturally encourage unsuitable customers, partners, or employees to opt out, so businesses can focus their resources on the best long-term fits. It’s a brilliant way to ensure that only those who are genuinely loyal and motivated stick around. They aren’t just looking for warm bodies—they want passionate team members who believe in the company’s mission and are in it for more than just a paycheck.
So, how can you apply this Zappos lesson to your own business?
You don’t necessarily have to offer thousands of dollars, but you can create a moment early in the employee experience where you test for commitment. Here are a few ideas:
Trial Commitment Bonuses: After the first week or month, offer a small bonus to employees who choose to leave. The ones who stay are showing they’re in it for the right reasons, not just for quick cash.
Early Culture Checks: During onboarding, make it clear that your company’s culture is non-negotiable. Then, hold a private conversation and ask if they feel truly aligned with it. Offer a graceful exit if they have doubts.
Real-World Simulations: Put employees into simulated “worst-case scenarios” early to see how they handle adversity and how committed they are to customer success and company values.
Zappos’ strategy is bold, but it prevents far bigger problems down the road—like toxic employees, bad customer experiences, and expensive turnover.
By building a test of loyalty into your onboarding, you can ensure your team is filled with people who truly want to be there. It’s about quality over quantity—and that’s a powerful business strategy.
When you prioritize commitment early, you build a stronger, more engaged workforce that can drive your brand’s reputation and customer satisfaction sky-high.
After all, a company is only as good as the people on the front lines representing it every day.
What creative ways could you use to test a new employee’s commitment before they get too deep into your organization?
