Profits, Passion, and Purpose: Zappos’ Happy Ongoing Plan
May 21-27, 2014 / LAS VEGAS TRIBUNE / Page 19
By Maramis Choufani Las Vegas Tribune When was the last time you know of that the media was invited to take a comprehensive tour of some local business — not just of the business building, the conference room, and other areas “open” to public peeking, but of the whole workplace, employees’ AND executives’ personal work areas, AND their play areas as well? If any were ever so invited, I imagine it might have been somewhat on the boring side, with official-looking desks and all the usual framed copies of some not-too-exciting (however expensive or eclectic) artwork on the walls, and the write-up might not have made anyone want to go visit on their own. (Oh, sure there are some very modern and architecturally interesting buildings in this city, and I must admit that I have not been inside all of them, but chances are none really compare — on all the important levels, such as “How do the employees feel working there?” and “How are the employee-company relationships?” — to the Zappos campus, housed in the old City Hall building at 400 E. Stewart in downtown.) Encircled, to a certain degree, by attractive security fencing — for the safety of all who work there — and decorated with original artwork by local artists on the inside of the fence panels, Zappos is more of a campus than an office building — for many reasons. First, it’s definitely a haven for learning, from how to do the work one is being called to do — or decides to sign on to do — to how to coordinate all the parts and pieces of one’s dreamor wish-life into something resembling reality, through their ongoing mentor sessions. Yes, Zappos understands personal dreams and does not intend for them to shrivel and die just because one takes on the responsibility of the work-world, even with them. There is a system (if you will) in place to explore the desire or the dream and see what can be done with it, going from “I don’t know...” to sitting in the Employee Recognition Chair, literally bringing one closer to what was once just a wish. Next, similar to an institution of higher learning, this campus has a library for its “students” and a computer center complete with problem-solvers. Always a necessity for those who “attend” such an institution of learning, there are areas for the students to gather, relax, brainstorm, or just veg out, as the need presents itself; and of course, there is the ever-popular cafeteria with goodies of all sorts, plus the notso-common “up, up and away” private rooftop open-air dining “room.” And to touch on just one more learning possibility at this campus, there is a kind of museum-like quality to their walls and artwork that reflect to onlookers ideas, concepts and uplifting messages to spur the students on to higher goals or greater achievements, or to simply allow one’s mind to wander upward or inward, letting it go where it will — to look... observe... read... muse... think... meditate... relish...
Tony Hsieh’s desk: Not what you’d expect
Employee Recognition Chair Ahhh! Yes, you can! ing instead to offer me the canned But wait! There’s more! Did I and ear-achingly bland and even ofmention that they also have an in- fensive copy that they were redoor upstairs park with a pleasant quired to read verbatim in order to outside view, with usable ham- keep their job, customer be danged. mocks? Wow! You’re on your own Needless to say, I’d rather go withgetting into and out of the ham- out than buy from the company that mocks however, although that in insisted their employees treat me itself can be quite a daymaker, both that way. for the user and the onlooker! I think it’s pretty obvious that While we were walking about Zappos does not need a lot of newsthe campus under the very apt guid- paper commentators’ copy singing ance of our tourmaster, Paco, who its praises, but just as we all never quite delightfully sported his own get tired of hearing a little praise, style of facial hair (there is no con- or receiving feedback from those formity here as to dress or personal who had anything at all to do with forms of expression), he surprised what we do, Zappos desires to conus with a rather clever display of tinue going in the forward direction what happens when he rings a cer- of growing and helping the commutain bell. In keeping with their spirit nity to grow. Zappos’ ideas and conof fun throughout the workplace cepts may not be so original that no (which shows up even on the trash one else has ever thought of them, bins and out in the courtyard), here but the Zappos team members cerin the employee’s work area the fun is linked to a mini work break and their Team Zappos camaraderie. All of a sudden, all work stops and almost-dainty shaker-workout-barbells are grasped and raised, and music rings out, giving them the proper rockin’ beat to shake those barbells to! Fun! Exercise! Work break! Yeh! A little touch of entertainment for those of us looking on! Go, Zapponians! Zappos — by virtue of its caring customer-consciousness, its strong company culture, its unique approach to the bottom line, and its built-in heavy-duty happiness-magnet, to which one finds oneself very attracted — is handstands and somersaults above other companies that just employ people or try to force people into buying something, even against their protestations. Personally, I have dealt with “customer service” employees like that over the phone; they never listened to or heard a single word I said, continu-
Life-sized checkers and chess games in the courtyard
Zappos talks Trash! candles can be lit from a single people, culture, community and candle, and the life of the candle connectedness. We want to get to will not be shortened. Happiness know you, whether there’s a current never decreases by being shared.” opening or not! We wanna hear from you, chat with you and learn (Buddha) From their Website, more about you... and job postings Zappos.com: Zappos is all about kinda get in the way of that! You’re not just a number; you’re a real person with a real personality and real skills and we want to treat you that way by getting to know you before making any decisions one way or the other. This is your chance to shine and show us how perfect you’d be for Zappos. And we recognize that this gettingto-know-you stuff is a two-way street! We want you to get all of the information YOU need by hearing from REAL employees in their everyday setting about what life at Zappos is really like. We don’t want you to fall into that recruiting black hole where you apply for a job and never hear anything back. We want to have real conversations with you and give you a chance to interact with us by introducing yourself, asking questions and getting the answers you seek. If we both already know each other, then we’ll know exactly what type of role is perfect for you if/when a position becomes available. How cool is that? A quick glance at some employees’ workspace. I’d say that’s VERY cool! tainly seem to be trailblazers in employing them — and even being willing to share their concepts with others, referring to that sharing as “leveraging each other’s strengths.” Tony Hsieh, the CEO behind it all (but not all alone) can sum up what he offers customers in these three words: the WOW factor. If anyone has ever said “Wow!” upon opening a gift, reading a card, trying a new product, or just realizing that there are people in the selling world who care about them, then they can understand the WOW factor. I saw enough of that behind-thescenes WOW factor to tell you it is real. And along with Tony, who likes to quote liberally from the great thinkers throughout the ages, as well as from those of more modern times, I can agree that “What lies behind us and what lies before us are tiny matters compared to what lies within us.” (Ralph Waldo Emerson) And of course, the really big, allencompassing concept that more or Paco, our tourmaster, in front of “a really big shoe” less says it all: “Thousands of