I love shoes--always have and always will! I love shopping for them and wearing
them! I am not alone in my love of shoes judging by the popularity of companies
like Zappos. The first time I ordered from Zappos I was extremely impressed
with the extraordinary level of service and that first experience wasn't a
fluke--subsequent orders have been handled well, the products almost always as
described and my infrequent returns graciously accepted.
These interactions piqued my interest in Zappos as an
organization, so I started researching Zappos. I was delighted to learn, that unlike many successful
companies who carefully guard their secrets to success, Tony Hsieh, CEO, is
open about their values and what makes them successful (so successful that they
were acquired by Amazon but have been able to retain their well-defined culture
and values).
Zappos believes that their culture “embodies many
different elements. It’s about always looking for new ways to WOW everyone we
come in contact with. It’s about building relationships where we treat each
other like family. It’s about teamwork
and having fun and not taking ourselves too seriously. It’s about growth, both personal and
professional….It’s about having faith that if we do the right thing, then in
the long run we will be part of building something great.”
In his book, Delivering
Happiness: A Path to Profits, Passion, and Purpose, Tony writes about how a
company’s culture and a company’s brand are really just two sides of the same
coin. The brand is simply a lagging indicator of the culture.
When Zappos started to grow, they had discussions about
how to sustain the culture they wanted.
The leadership discussed how they could remember what it was like at the
beginning and how they could share those memories with new hires while building
excitement for what was to come. From
these discussions came the Culture Book which is published annually with quotes
and pictures from employees. You can check out their website and order a free
copy if you are interested in learning more. I just received my copy of the 2012 Culture Book and it is
filled with amazing stories and pictures that showcase what the Zappos culture
means to employees.
Zappos culture is based on their 10 core values which
provide a blueprint for every decision. Many organizations have core values and
may even post them on the wall or bulletin board but do they live them? At Zappos, they talk about them
and they use their core values. Their values play a big part in how they hire,
train and develop their employees.
One of my favorite practices at Zappos is that everyone hired goes
through four weeks of training. New hires learn about company strategy and
about the culture and why it is critical to the organization’s success. They
learn about the customer service philosophy, but not just in words—everyone
spends two weeks working in the call center taking care of customers. And, during the training phase, they
offer new hires cash to quit so that they are careful not to hire people who
are just there for a paycheck. 2-3% of new hires take the cash and leave while
the remainder go on to work for a company that is built on great customer
service that just happens to sell shoes!
Recently Zappos announced they are reorganizing around a
new managerial concept. It will be
interesting to see if the culture stays strong or is impacted by this shift.
What might you apply from the Zappos story to your
organization? I’m off to order
more shoes!
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