Apple used to tell people to "Think different." Zappos.com may have taken inspiration from that because pretty much everything the company does seems to be different. The latest case in point is the decision by the company to close down on Feb. 29 (AKA Leap Day) to allow its employees to "do something big, something they've always wanted to do." It also started a petition on Change.org to make Leap Day a federal holiday. (23,000+ have signed on so far.)
There will be some who say Zappos' actions were intended as a public relations ploy and nothing else. If so, congratulations — mission accomplished. But the fact that the company closed its call center operations for a full day, something it reportedly has never done before, suggests the action was also intended as an employee morale building exercise, as well.
Numerous reports have been published about grumbling within Zappos over the company's Holocracy organizational structure. Quartz reported in January that 18 percent of employees accepted a buyout offer and left the company rather than stay and work within the new model, which seeks to eliminate all workplace hierarchy.
Somewhat hidden in all the other Zappos Leap Day news was the announcement that the company extended its 365-day return policy (for a 24-hour period starting on Feb. 29) to 1,461 days. The company offered the concession to customers who may have felt inconvenienced by its decision to close its call center on Leap Day.
"Giving our leap year customers 1,461 days to return, or more simply put, four years, seemed like a great way to celebrate Leap Year," said Matt Burchard, senior director of marketing for Zappos, in a statement. "It also felt like the right thing to do given that our standard return policy goes by date of purchase."
Editor's Postscript: Keeping with its being-different mantra, Zappos CEO Tony Hsieh officiated at the wedding of two of the company's employees on Leap Day.
- Zappos.com celebrates Leap Year; Extends 365-day return policy - Zappos.com
- Make Leap Day a federal holiday! - Change.org
- Zappos.com gives employees paid day off for Leap Day - WMAR
- This Company is Shutting Down for Leap Day - Fortune
- Not everyone at Zappos loves Holocracy - RetailWire