Go Daddy is the world’s largest domain name registrar. They focus solely on small business owners to give them a place to name their idea, build a professional website, attract customers and manage their work. Their purpose as stated on their website is “giving small business the keys to drive the global economy.”
This passion for serving small business and solving their IT problems is clear in every interaction with a Customer Service representative- they are the antithesis of the cliché IT professional like SNL-Nick Burns The Computer Guy. They are engaged people pleasers with a true passion for problem solving.
In one such call, a colleague and I were trying to do something complicated between our Outlook accounts and were on the phone with a rep for over an hour. What most people would view as a somewhat frustrating experience or a waste of time, our Go Daddy rep viewed as an exciting rarity. “I’ve been here six years and this is the first issue like this I’ve seen. It’s so cool that I get to be the one to report this!” Funny how his demeanor immediately changed mine, and as a culture expert I felt lucky to witness this rarity and how the representative perceived it as something to celebrate!
Culture Building-Tip: Align to Your Purpose
When you align your people to your purpose, something wonderful happens- failures and short-comings get examined and celebrated as just another chance to improve. Go Daddy is a great example of where people have been empowered to seek out and identify any chance their customers might “stump” them, and where everyone gets to learn and improve from those experiences.